Resolution Shaper for Incident

[varunp]

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?

[varunp]

Exactly

[Sebas Di Loreto]

Resolution shaper also comes with Agent Chat and Walkup.

The "sys_resolutionshaper_config" table comes with a record for the interaction table of course.

Yes, you can add one for the incident table but can only handle changes of STATES. It cannot handle advance conditions.

Then you add the "ResolutionShaper" element to the incident form to make it look like this.