Set Mode via a Business Rule
I recently added a mode called Voice Mail (which has critera that sets the urgency if the email message is coming from our voice-mail system by recognizing the email address).
This has inadvertently changed the default behavior of tickets and now sets all my email tickets to this mode.
1) How can I fix this?
2) Can we have a feature request so that we can specifically set the mode via the business rule? I'd like the business rule to change the mode to 'Voice Mail' when the voice mail system puts the message into SDP.
Thanks,
Adam