Tinesh Raj

I would like to create a trigger that prevents a ticket from being updated if a string of text is not omitted. I want to set this up to ensure that the agent does the necessary checks in a specific macro before sending the email to the customer.

 

If I set a Meet ANY/ALL conditions with Comment Text contains the following strings: %$#*

And if the macro used by the agent contains the string %$#*

Is there a way to prevent the ticket status from being updated/email not being sent out?

I can't seem to figure this out!

Thanks!