We have a customer (Organization) that requires change control for any changes made to their system. We need to alert agents to this fact. The agent needs to be aware there is a different process to follow with this customer. We have other examples of customer specific instruction.
I tried adding a tag called change_control to the Organization. This flows down into the ticket, however it is not obvious enough on the ticket screen. We are certain agents will miss it.
I wanted to update the ticket in some other way to make it more obvious to the agent. One idea I had was to add an internal comment to the ticket. However, I see that neither automations or triggers include the ability to add a comment onto a ticket.
Does anyone have any ideas on how to alert the agent to special instructions for an Organization before they start working on the ticket?