Is there a way to use labels in creating rules? We would like to have a rule that when a VIP submit's a ticket a predefined priority is assigned.

For example, VIP1 submits a ticket, all tickets are low priority, and when it shows up in the queue, based upon that VIP1 is a VIP, the ticket is automatically escalated to medium priority.
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You could certainly create a custom ticket rule. Theres a wizard built into the configuration for each queue, or you can edit the SQL directly if the wizard doesn't meet your needs.
Answered 09/28/2010 by: cblake
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Where do I find examples of the sql commands? I'm not familiar in the language, without some kind of reference.
Answered 09/28/2010 by: londeaux
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I think this website is a good place to start.
[link]http://www.w3schools.com/sql/default.asp[/link]
Answered 10/07/2010 by: dchristian
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You can definitely use the built-in wizard to do this job; I generally teach it to people I train.
Under "Customize Tickets" in the appropriate Queue, in the "Define Ticket Rule", set the criteria to Submitter Full Name "contains" Joe Important. Then click Next and choose Priority "changes value to" Medium/High/whatever Priority you want the ticket to have. You could also assign a Ticket Owner in the same window.

When you click Done, you're taken to a window that has more items to set, although the only one you probably care about is the Frequency, which could be set to "on Ticket Save".

That should do the trick of making Joe Important's tickets get noticed!

LORINA POLAND
CUSTOMER TECHNICAL TRAINING SENIOR ANALYST
[email=lorina_poland@dell.com]lorina_poland@dell.com[/email]
Answered 10/20/2010 by: polandll
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That's helpfull for a few vips, but we have a lot of them and that's a lot of rules to keep track of. Especially when vips change.
Answered 10/21/2010 by: londeaux
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