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Topic

    Umer
    On assignment, Event/Business rules to triggerAnswered
    Topic posted January 3, 2018 by Umer Silver Trophy: 7,500+ Points, last edited January 3, 2018 
    92 Views, 2 Comments
    Title:
    On assignment, Event/Business rules to trigger
    Content:

    When an incident is assigned to an Agent from a Queue then I need to change Status as In Progress. Workspace rules don't work here. Is there other way I can achieve this please?

    Best Comment

    Suresh Thirukoti

    If its manual assign to an agent then Workspace rules also can work ..like

    Assigned changes IF Assigned = {} or IS NOT NULL then Status = In progress

    in case of Business rules,  Business rule should be in the respective execution state so rule will be hit.....

    IF

    Incident.Assigned modified this edit

    Incident.assigned <> Unspecified

    .........

    THEN

    Status = In progress

    Transition to a state

    ~Suresh

    Comment

     

    • Suresh Thirukoti

      If its manual assign to an agent then Workspace rules also can work ..like

      Assigned changes IF Assigned = {} or IS NOT NULL then Status = In progress

      in case of Business rules,  Business rule should be in the respective execution state so rule will be hit.....

      IF

      Incident.Assigned modified this edit

      Incident.assigned <> Unspecified

      .........

      THEN

      Status = In progress

      Transition to a state

      ~Suresh

    • Carl Elliott

      I would say that action should be done in a business rule because the system would be assigning the incident based on a fill inbox or a push of a round robin queue.