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Trigger based on specific agent(s) commenting

  • May 28, 2021
  • 2 replies
  • 0 views
Lou11

I want to base a trigger on a specific agent(s) posting a comment. More specifically, on particular tickets a VP will be set as a CC. The VP is a light agent. If the VP replies to the CC notification via email, an internal comment is created. If that happens, I want to set the status to Open, otherwise no one may know that it was updated via that person.

Any ideas on how to accomplish this? I don't see any condition that will allow that.

Lou

    2 replies

    J

    Hi Lou,

    Not tested, but I think you want the condition:

    Current user is <VP light agent's name>

    And of course Action:

    Status Open

      Lou11
      • Lou11
      • Author
      • June 2, 2021

      The VP is a Light Agent. it looks like you can't use "current user" with a light agent. It has to be a full agent.

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