alerts and rule policies

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Hi CRM gurus,

I'm working on SAP CRM 2007 in a service scenario with Interaction Centre.

I have to configure some alerts which have to appear to the Call Centre Agents, but I'm encountering some problems:

1) how can I configure this alert: "If the current BP has a ticket with status not equal to closed then trigger the alert with the message: "ATTENTION, THE TICKET <TICKET_NUMBER> HAS NOT BEEN CLOSED YET FOR THE BP"? I wasn't able to find the variable ticket_number (to be added in the alert message), nor the Rule condition...

2) how can I set the condition: "If the field PERSK in the BP master data = "Y2", then ..."? The attribute persk does not belong to the list ofthe available ones, how can I add and use it?

Thanks in advance,

Andrea

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