Trigger recipe: Set priority based on keywords in incoming tickets
You can create a trigger that looks for key words or phrases in incoming tickets, then adds a custom tag and sets priority. This enables you to give urgent tickets attention first (for example, a customer that cannot log in to account).
To do so, use a trigger for rules based on ticket updates and text.
You can check for both subject text and / or comment text. Note that when the ticket is first created, the comment text will also check the subject.
Now apply your actions:
And you should be done.
Thanks, Graeme! :)
Is there an ability to add a comment text condition that looks for a string that includes a linefeed?
I have automated email coming in to create tickets being created by a web form that sends this:
and I would like to set a condition for that.
I did try searching for this string: Priority/nHigh
but that did not work.
If there is something included in the subject line or comment body, you can set up the search condition as you described. I've gone ahead and included an article that should breakdown this process for you in-depth.
How does the Comment text condition work in business rules?
I would include 2 separate tests under the ALL section.
- Comment text>includes the string>Priority:
- Comment text>includes the string>High
It is not the same as one condition testing for a line feed, but including the colon at the end of then first check should reduce the number of false positives.
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