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Workflow Limitation (Message Relevancy)

Feb 21 at 12:07 PM


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Hello Community

I am testing a workflow that sends an automated email to customers 15 minutes after a ticket is set to Complete. The workflow is working well so far except for one issue.

When a ticket is set to Irrelevant on the system, C4C recognizes that the ticket is basically set to Completed. This initiates the workflow. However this is an undesirable result as it will create unnecessary activity and send emails where we do not want them to be sent.

I am trying to amend the workflow so that it disregards 'irrelevant' tickets. This is defined as 'Ticket Classification' on the system but it is not an option for the workflow rules.

Can you please advise how I could set this up if Ticket Classification is not available as a workflow option? Is there a way to add 'Ticket Classification' to this list or another way I can match my business requirement?

Thanks and Regards

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