Allow additional conditions for Substatus Rules, such as Organization to add more flexibility.
For example, having the following would help create a trigger when their internal Agents from a particular Organization, Department or Group triggers an Event:
Issue Event: Add Note
When Substatus Equals: Customer Response Received
(NEW) Group: Internal Agents
Set Substatus To: Pending Customer Action
This would allow their designated internal Agents to automatically trigger the Substatus to "Pending Customer Action" when they add a note, while preventing the Submitter from triggering the same Substatus Rule.
Reference Support Issue: 1042861 vote
Worked with Jiten with Charles Tyrwhitt Shirts Ltd.
They would like the ability to configure Auto assignment rules to assign new issues to an agent from a list agents that have the fewest number of open issues. Currently, a user is manually assigning to accomplish this task but they would like to see it automated in the future.1 vote
It would be useful if escalation rules allowed adding a rule to send an outgoing note to any specified role on an issue(e.g submitter, or a specific group/user ) when any specified field is changed and provide the new values in the notification.1 vote
Auto assignments should be in its own section/category instead of inside of Business Rules.1 vote
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