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Topic

    Darren Johnston
    Default mail queue workspace rule being overwrittenAnswered
    Topic posted October 30, 2019 by Darren JohnstonRed Ribbon: 250+ Points, tagged Service Console 
    40 Views, 9 Comments
    Title:
    Default mail queue workspace rule being overwritten
    Summary:
    setting a default queue via workpsce rule is being overwrittent by main business rule
    Content:

    Hello all,

     we have a bunch of workspace rules for  setting a default queue  if the  current user is in a certain profile.

    and then setting  the default mailbox if a particular queue is set.

    we also have business rules for incoming mail  that sets the mailbox and queue if the mailbox is a certain value.

    Issue is that when a user creates a new incident from the console.

    1. the workspace rules fire, thus setting their default queue/mailbox
    2. user then saves the new incident
    3. business rules fire now matching the mailbox set above and change the queue to the queue in the business rule!

    only way around this currently is for the user to hit save then change the queue back

    any ideas on how to  make the workspace rules  stick after saving and not be overwritten by the business rules?

     

     thanks

     

     

    Version:
    osc 19a

    Best Comment

    JustRhianna

    I agree with Mary. One thing is you could put a condition in the rule that looks

    at the source. If incident is created from

    console versus techmail or ask a question.

    Comment

     

    • Mary Gilbert

      This is working as designed.  You will have to adjust either the workspace(s) rule or the business rule(s) to accommodate your needs.
      The business rules will always fire when the incident is saved.
      --Mary

    • JustRhianna

      I agree with Mary. One thing is you could put a condition in the rule that looks

      at the source. If incident is created from

      console versus techmail or ask a question.

      • Darren Johnston

        Hi , tried that too, it almost seems like it doesn't recognize that the incident was created via the cx console

         but it must because I have a rule further up that checks this and then does not send a  message receipt which it appears to be runnning.

         

        thanks

    • Darren Johnston

      yes there are only showing me where it changing

    • Darren Johnston

      success  smiley looks like  business rules  don't update/refresh  unless  you restart  the console , I was making changes in one console and testing in another!

      its now looking at my incident.source = cx console  statement and bypassing the rule which is what I wanted.

       

       so all good now as long a this doesn't interfere with any other business process sad

       

       thankyou

       

    • Carl Elliott

      One other thing you should consider is the business rules are more efficient than the WS space rules, in the fact that you can overload workspaces with so many rules it slows it down.  If your workspace isn't that customized and doesn't have a lot of rules this may not be an issue for you.  And for design having all your queue rules in the business rules would be less confusing for maintaining later.    

     

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