diehr

Couldn't you just use an action rule to say: Rule Triggering: Evaluate criteria... = only when updated by a Tech When criteria evaluation results in a match, apply action... = only if criteria did not match before the Ticket was updated Then on the criteria window, choose 'Request Type>is>*' and have it perform the action…

I would love to see the ability to customize the tech side gui. The ability to brand would particularly be awesome.

While the generic messages work, it would be nice to customize the templates used to better suite our business needs. Especially if we could use variables from the ticket.

I would like to see this change as well. It only makes sense to add the simple ability make the change via bulk actions.

I just ran into this issue with our company as well. I'm shocked that you can't define this =/