Automate the process of updating incident progress and allocation.
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‎06-13-2024 02:21 AM
I'm looking to create an automation that changes the status to "In Progress" and updates the assigned-to field to a specific person within a group. Does anyone have any ideas or suggestions for the process?
Thank you!

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‎06-13-2024 06:36 AM
Depending on your requirements and the timing of this, you have multiple options available to you. If you need this to happen when the record is saved, you can use a Business Rule. If you need this to happen on a schedule, you can use a Flow.
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‎06-16-2024 12:36 PM - edited ‎06-19-2024 06:49 AM
Hi Zach,
Thank you for your reply. I have another concern regarding the automation of tickets.
I want to implement the functionality to check availability between 9:00 AM and 6:00 PM and update accordingly. Can we achieve this with both methods (Business rules and flow)? If yes, which one is preferable?
Thank you.