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    Shakti Vithalani
    Detect a change in primary contact using business rulesAnswered
    Topic posted October 4, 2018 by Shakti Vithalani 
    86 Views, 6 Comments
    Title:
    Detect a change in primary contact using business rules
    Summary:
    Need to trigger email to the new contact when the primary contact on an incident changes
    Content:

    We have a requirement where, if the primary contact on the incident changes, then an email should be sent out to the new contact informing about the incident assignment.

    I tried to use business rules for this, but the if condition in the rules does not give access to the contact id field on the incident. 

    How to detect a change in the primary contact of the incident in business rules?

    Best Comment

    Sebastiaan Draaisma

    I don't think you can. A work around would be to use a workspace rule in combination with a custom field and business rules
    Have the workspace rule check for contact changes and set a custom field for incidents.
    Then use a business rule to check for this custom field change and send an email to the new contact.

    Comments Are Closed

     

    • Sebastiaan Draaisma

      I don't think you can. A work around would be to use a workspace rule in combination with a custom field and business rules
      Have the workspace rule check for contact changes and set a custom field for incidents.
      Then use a business rule to check for this custom field change and send an email to the new contact.

    • Dev Aditya

      I agree with Sebastiaan. This is the simplest way possible to achieve this requirement. Another option can be use of CPM which will make it complex.

    • Shakti Vithalani

      Thanks Sebastian and Dev Aditya.

      I finally got around to trying this option of using workspace rules. But even from workspace rules, I am not really able to detect a change in primary contact. We are using a contact report to display the contacts related to the incident and there are radio buttons within the report to change primary contact. Unfortunately since its a report, the fields are not accessible from workspace rules as well. 

      Do you see any options in this case other than CPM?

    • Sebastiaan Draaisma

      Would you be able to upload a screenshot? I have never seen radio buttons in a report and am very curious as to how such would look like. It is very unusual to change primary contact through a report function.

    • Dev Aditya

      Hi Shakti,

      In that case also, Sebastiaan's way should work. I tried it myself by changing contact fromcontact report using radio button on incident workspace. I changed status on change of primary contact and it worked for me.

      Regards,

      Dev

    • Shakti Vithalani

      Hi Sebastiaan and Dev Aditya, 

      Thank you so much for your responses. And sorry for the delay in replying back, I was held up in a drawn out release.

      I was able to make it work using workspace rule to set a custom field on incident when primary contact changes and then using that custom field in business rules to trigger our logic. 

      Sebastiaan - I'm also attaching a screenshot to show how this looks in our instance using radio buttons. 

      -Shakti