Hello Team...I am trying to work on a global rule (not Legacy) that will reopen a closed or resolved ticket if the customer (not agents) comments. As we are trying to move all Legacy rules to new automation this one seems a bit difficult to manage with new automation rules. The options I see...appear to trigger on any comments not just from customer. Please advise
Hi Rob, does the one that exists in the Library not work for you? Or maybe you can start w/ it and edit to meet your needs?
this is the default form...
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Hello Jack...the one in the library appears to refer to all comments (internal/external) and not specifically to customer comment (unless I missed something). I dont want internal comments after the ticket is closed (like...please log time on ticket) to trigger it to reopen. Hope this provides clarity
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yes but simply replace the "Initiator is" condition with...
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Jack...what if changed this rule so that comments to customer from agents would put the state to "waiting for
customer" pausing the SLA clock until the customer replies...how do I keep internal comments from triggering this rule?
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