Topic by Christopher Jeffery
We are a 24/7 tech support contact center for over 300 different ISP's this results in a number of issue's and I was looking to see if anyone else had used the platform ran across these issue and could help with a answer to some of our question's. The first and biggest issue we are having is we need all call note's to be uniformed based upon the guide that was used and the point at which the guide was finished. We currently are using workspace rule's and firing named event's on this but have ran into a issue with rule's we have hit the upper limit of rules and can't create anymore after 1615. Is there any other solutions to populate the incident thread based on the guide maybe a add in?
We also need to be able to escalate a ticket by e-mail we have found the business rule to do so and have made the distribution list but we need to be able to control the format of the e-mail's and use variables in the subject so we can include the username and connection type in the subject. As anyone had any experience with using variables in business rule's?