Service Desk Rule Setup

Question

I have hit a temporary stumbling block that I would like to open to the community who knows more about implementation than I do. We are transitioning to Service Desk and have need to setup custom rules that will direct an email to a specific staff member based upon the Product for which the issue has been created. We will then need to setup separate rules for those cases where Comment and Status changes need to be notified; as well as conditions requiring Approval. As I attempted to create a rule, i see where User Type is designated. How do I change that to refer to a Product? Is that possible? Is there another means of accomplishing this task??

Please advise...thank you.

Cheers

Kian Stack Mumo Systems · Answer

Sounds like you worked out the issue! Good luck with the rest of your automations.

Christo4 · Answer

Components! That was my missing link...thank you!

Christo4 · Answer

Greetings, Kian -

Yes...it occurred to us that we need to add a Product selection dropdown list as a mandatory field when a Client enters a ticket/request. What is the mechanism to track the Product selection to the Service Desk to trigger an email broadcast based upon the selection? Is it as simple as utilizing a Label and the appropriate Rule will be triggered based upon label content?

Please advise...thank you.