Limiting number of incidents raised per day by a contact for specific products (1 Comment)

Topic by Craig Hevey

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We use the Products and Categories fields to create Incidents using different workflows and workspaces.

An example scenario I have is if a customer selects a specific Product they can only have 1 unresolved incident per day, if they select a different incident they are allowed to submit 3 incidents per day, etc

I understand the functionality SLAs are available for but they will not work for the above example (unless anyone know different).

I can't get workspace rule to check on previously created incidents for a specific contact to prevent this. I can create a report to show me how many Incidents the Contact has of specific types within the past day/2 days/3 days but am then unable to apply logic to prevent them from raising any more.

Does anyone else have this requirement, or has anyone else found a solution for this?

Thanks

Craig

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