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When creating an automated rule, it's not possible to send an email to a commenter. This is necessary, for example, when someone adds a comment to a closed or resolved ticket and needs to be informed that their comment may remain unread.
I've done some digging in the forum and I've seen a few folks prompting the ability to create/update/etc tasks via automation rules. This would be super nifty to be able to do, unless there is something I'm missing. Still new to the platform, so I wouldn't be surprised if I've skimmed over something.
There is currently a hard limitation that prevents automation rules from using custom date fields as conditions. It would be great if SWSD could support using a custom date field as part of its conditions.
This could be a little risky, but it would be nice to allow the merge function in automation rule actions.
When an end user adds comments to a closed ticket which it reopens the ticket. They can setup an automation rule to have the end user open a new ticket. Is there a way to disable the comment section so the end user is not able to add comments to a close ticket? They are aware they can choose to toggle off the "reopen…
Allow automation rules to run only when a ticket is resolved by an agent or requester. Or allow to run based on Resolved by or Resolution code fields.
I have been adjusting roles and automation rules trying to find a good way to restrict changes to the priority of a ticket unless you are a member of a specific group. We want changes to priority changes to only be allowed by a small group of agents or managers. Does anyone know of a way to do this?
I have automation rules that seem to have stopped running consistently. Is there a way to trigger them manually for testing?
It would be better if we able to write multiple keywords in the automation workflow condition so that single workflow should be use to perform multiple operations.
I would love to see a Time Based Condition in Automations so that we can only have certain automations run on specific days during specific times. This would allow us to have Critical tickets send emails out for afterhours support and not during the work day. Couple of screen shots below for an example. allow automation to…
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