Rick Salamin

@... - I just was chasing this today and found the originally thread noted by Nicole (now marked as Not Planned after four years and 67 follows)

For our needs we were looking to make it so obvious you can't miss it.  Something as simple as If Requester = X add internal note "Customer Requires Initial Contact Via Cell Phone".  Sure these rules are in the customer and org notes, sure we have a preferred contact method defined on the ticket... but support is fast and complex so making it extra obvious is helpful for customers are are particular.

Seems like something enough people asked for and have had to work around instead of just having a simple trigger enhancement done somewhere over the last four years.