Topic by Aaron
Content
Hi，Everyone
Our requirement is this. If the incident type is a complaint, the incident manager defaults to the agent who created the event, but he is not responsible for handling the matter. He needs to forward it to another agent to handle it. this matter. The state of this event is unallocated and a notification needs to be sent to the agent. I want to implement this requirement through rules. My rules are as follows:
IF
category equals the complaint
status is unassigned
Then
send a notification to the person in charge of the incident.
See attached business rule.
My question is: If there are 300 complaint type incident today and the status is not assigned, how do I configure this rule?
Looking forward to your reply.
Thanks.
Image
