Topic by Steve LaRoche
Using Nov2014, I had the idea to create a way to email a notification to our team or just management whenever customer updated a case that was assigned to an agent who was "out of office". We don't always reassign all open cases if someone is out sick or otherwise out of office temporarily. So I hoped that I could accomplish such notification in the event customer updates a case but agent is unavailable to see it.
Here is what I was thinking to do...
A. Create custom field accounts.c$outofoffice (type boolean, defaults to No). DONE!
B. Create report on all agent's navigation set called OutOfOffice, which simply lets each agent toggle their own accounts.c$outofoffice (just like they do in Outlook). DONE!
C. Create incident rule...
IF
1. updated from end user pages or email
2. when incident assigned accounts.c$outofoffice = YES (OUCH, CAN'T DO IT?!)
THEN
Email incident information to team or management/leads
I was disappointed I don't actually see a way to do IF #2 (when incident assigned accounts.c$outofoffice = YES).
Am I missing something?
Is there some way to do this or else some other way to accomplish such business rule email notification?
I guess my backup plan for (C) would be do the email notification using a scheduled report. I could schedule a custom report to run multiple times a day, to find any status=Updated incidents assigned to Outofoffice agents. I would try to email the scheduled report ONLY when there are any rows. I think that should be possible, but it's not as realtime a notification as using a business rule.
Thanks,
Steve
