Hi All,
Is there a way to prevent an agent from solving a ticket if the end-user's organization is blank. it's difficult to use explore to create any kind of tables of end-users without a organization and I think although initially annoying this would ensure agents are linking end users to their relative organisations.
just a note using domains does not work for us as we are B2B and use many different customer sites contact us with the same email domain so not a quick solution to this.
@lou11 What would be the way to do this? I've looked at the available fields and options and I can't quite fathom how I would put this together.
Hey @russell14,
Going with what Lou wrote here, you can create a Trigger like so:
Rules
Status changed to Solved
Organization is "-"
Actions
Status Open
The downside here is that there is no explanation to the agent as to why it is being reopened. And from the Agent's perspective it'll likely appear to be a bug, since it will appear as if the status change is not saving. To resolve this you can use a webhook to add an internal comment to said ticket explaining why it can't be solved.
Hi @Shmuel Holzman thanks for sending this.
Given it a try however I cannot find a NULL entry for an organisation. I've tried leaving the field blank or entering "-" but get the following error:
Just don't enter anything in the organization name. That will create the Null condition.
The error looks self explanatory.
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