Business rule to reply to requester
My Help Desk is having a problem with after-hour support. We have on-call for phones, but not emails to the Help Desk. I am trying to set up a customized reply email to the users if they email the Help Desk outside of normal business hours.
I am very close to this through the business rules, however the email templates only can go to the technician, not the user.
We do not have access to the Exchange Server to create an automated rule, and I cannot have an Outlook rule run local on the client.
Is there a way, possibly through a mix of business rules, SLA esculation, and notification rules, to automatically send an email response to user emails that are submitted outside of business hours?
I am very close to this through the business rules, however the email templates only can go to the technician, not the user.
We do not have access to the Exchange Server to create an automated rule, and I cannot have an Outlook rule run local on the client.
Is there a way, possibly through a mix of business rules, SLA esculation, and notification rules, to automatically send an email response to user emails that are submitted outside of business hours?
