business rule not to run if ticket is updated by system
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-25-2023 08:03 AM - edited 11-25-2023 08:04 AM
i have a business rule to change status of ticket if additional comment changes and state is for example resolved.
i want only to open the ticket if the customer responds to the ticket.
i also have flow to remind customer that if they do not reply to this ticket it will be closed.
i have before update BR with when to run conditions
state is resolved
updated by is not system
additional comment = changes
and action = state is open
for some reason this is still opening the cases when the flow is posting additional comment as system
how to fix this?
also tried updated by does not contain "system"
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-25-2023 08:29 AM
Hi @Jori
Try to use isInteractive(), I have shared the link for your reference below. Use it in Advanced condition block.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-25-2023 08:45 AM
hi,
so this requirement cannot be accomplished via condition builder? instead has to be scripted condition?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-25-2023 08:55 AM
Yes, you can try with script condition.
