I would like to achieve the following event upon a ticket being
RT is delivered with a global scrip for Resolved using a delivered
Template for Resolved.
Assumption is that a scrip can only have a single template assigned
and therefore I would need several Resolved scrips/templates with
specific conditions. I am assuming if the condition is not met then it
would do nothing and try the next scrip.
I tried to establish a Global CF for all Queues. This CF would have a
Resolved Template value available to be set at the Queue Level.
When a ticket is resolved I would have a global scrip with a user
defined condition to determine if the ticket status was resolved AND
if the value of the Queue CF for which Template to use was equal to
the scrip/template I am in then perform the notification to requestor
else move onto the next Resolve scrip.
I know it sounds crazy but we want to offer custom messages/surveys
depending on which Queue it is resolved.
I have had success using CF’s involving ticket transactions but have
hit the wall trying to get this to work. I am trying to avoid having a
separate resolve scrip/template established for each queue. We have 92
Queues which will have a group of 5-6 possible resolved scrip/template
options since that is the number of different groups using it at our
Thanks in advance