Automatically merge issues?
Hello,
We also keep track of backup jobs with the supportcenter system. Each day we receive mails about whether the job succeeded or not. Now the completed get automatically closed with business rules. Now certain accounts give multiple mails about the backup jobs because multiple jobs exists.
Is it possible (to keep the number of "requests" low for the contacts) that requests get merged automatically by the system? So for instance I want to merge all the job logs for a certain account if they are being received within 8 hours. So a business rule as follows:
If Subject Contains "Job Success" then if exists Subject Contains "Job Success" and receive_time < Now - 8 hours then Merge_Requests.
(I assume here that the account is also checked so not that they all (from all accounts) are merged into 1 request.
I think this will be kind of a hard problem to solve (program)
We also keep track of backup jobs with the supportcenter system. Each day we receive mails about whether the job succeeded or not. Now the completed get automatically closed with business rules. Now certain accounts give multiple mails about the backup jobs because multiple jobs exists.
Is it possible (to keep the number of "requests" low for the contacts) that requests get merged automatically by the system? So for instance I want to merge all the job logs for a certain account if they are being received within 8 hours. So a business rule as follows:
If Subject Contains "Job Success" then if exists Subject Contains "Job Success" and receive_time < Now - 8 hours then Merge_Requests.
(I assume here that the account is also checked so not that they all (from all accounts) are merged into 1 request.
I think this will be kind of a hard problem to solve (program)