Resolution Shaper for Incident
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02-13-2019 01:33 PM
I want to implement Resolution Shaper for the Incident table.
I configure the shaper for an incident table but it seems like it only depends on STATE field.
I want shaper to depend on State and Substate both.
For example: If the INC state is "Pending" and Substate is "Pending with Customer", then only it will start the timer for Customer otherwise that time will go under Agent's time.
Any Idea?
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02-15-2019 05:52 AM
I've never heard of Resolution Shaper. Is it off of share or the store or something?
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02-27-2019 08:48 AM
The resolution shaper is the timeline that exists in customer service case. If you already have the customer service plugin installed you can create shapers for other tables as well by creating new records in sys_resolutionshaper_config.
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03-07-2019 11:51 AM
This is a new feature
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02-27-2019 08:49 AM
I have not done this myself, but you did create a new record for the incident table in sys_resolutionshaper_config right?
