Feature Request - Business Rules
Hi Support
We would like to have the Business Rule run while you are creating the ticket not just after submission, for example;
· Would like the system to show on the screen when an analyst enters a VIP or White-glove list requester, a note would pop-up and indicate to the Analyst they need to escalate the request or perform a specific task
· Based on the site of the Requester and the CSI chosen, a Group will automatically be chosen
· If the answer to question "Does a Deskside Technician need to be dispatched" is "YES" then ask these questions, if "NO" ask these questions.
· Ability to have Templates reversely associated to a CSI, such that when a CSI is selected, the tool will offer the Analyst the option of these 3 or 4 templates to use which asks questions specific to the issue and item, and tasks are pre-associated to that template.
· Have the ability to define a Template based on the To field of the original email. Meaning, if an email was fetched and the original Receiver was ITSupport@abc.com, trigger one template but mail coming into ITPrinterSupport@abc.com and OperationsSupport@abc.com triggers individual templates which would have different groups and tasks associated. We need to reduce the amount of triage completed by the helpdesk.
· We would like to see the Urgency prepopulated depending on the CSI associated before the ticket is submitted.
· Have Pop-ups based on criteria, like if the Urgency is Critical, and the CSI is Infrastructure > LAN/WAN > Connectivity, this would trigger a pop-up saying, “You are about to send a High Priority Notification to all Managers in all Departments based on the values you chose. Make sure this information is correct.”