Business rule question on SDP Version 8 beta

Hi All,

I've been trialling Version 8 of SD+ and found it to be very good.

I have run into a slight issue which I thought I could work around, but I'm missing a field in the Business Rule options to help me through; I'll explain the background.

We regularly have people email the helpdesk and because we're all busy people, the calls often don't get picked up. For this reason, I've set all new emailed calls to have a half hour escalation SLA to ensure they're assigned. But I need to ensure they don't violate the SLA if someone collects them, but mistakenly doesn't change the priority.

Simple I thought, I'll just add another business rule which changes the priority to Normal once the call has been assigned. Unfortunately the 'Assigned' field isn't available to use in the business rules.

Is there a better way around this, or could the 'assigned' field just be included in the full version of SDP 8?

Thanks a lot,

Scravid.