notes business rules

notes business rules

In the past, several use cases required notes to be automatically marked as the first response and displayed to the requester. This enabled technicians to acknowledge and work on requests while avoiding first response SLA violations.






Earlier, this functionality required custom scripting. With the release of Business Rules for Notes, the same can now be achieved through simple configuration without the need for custom scripts.






As shown in the screenshots below, the note has been marked as public (visible to the requester) and set as the first response.





Request History:



This is just one simple use case and several automations can be implemented for notes using Business Rules.

Please let us know if you have started using Business Rules for Notes and how they have benefited your environment. We would also appreciate your insights and suggestions on how this functionality can be improved further.

We highly value your feedback and inputs.