Trigger condition to limit one survey per incident

[joerasmussen]

We're using trigger conditions to send our callers a survey whenever an IT help incident is closed to track service satisfaction.  

Occasionally our help desk will reopen a closed ticket (whether or not that's best practice is another conversation), and we want to set a limit on the trigger condition so that if an incident is reopened and then closed for a second time, it won't send a second survey.  I'm stumped on how to enforce that limit.  

[Ziaur Rahman1]

Hi Joe,

You can build condition for reopen count is 0.

If you are not able to see condition builder in you trigger form then you can simply go to form layout then pick from available slush bucket.

[joerasmussen]

Interesting. I have the condition builder, but "Reopen count" is not a criteria option. Is that something I   need to customize or turn on? I looked in the incident form configuration/design and table configuration, but didn't find anything.

[Ziaur Rahman1]

Hi Joe,

See

Did you not find here on configuring Incident form, Section must be incident ? If not then please do share your screen then I will tell you another to get it in condition builder.

Thanks

Ziaur Rahman

[Ziaur Rahman1]

Hi Joe,

Do not forget to make true OOB business Rule on the Incident table called - Reopen Count. I hope once you will done with it you would be able to set condition.

Thanks

Ziaur Rahman