Track-It! 20.xx: How to Optimize Out of the Box Business Rules in Track-It!

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It! 2020 R1


    APPLIES TO:

    Track-It! 2020 and above



    QUESTION:

    Track-It! 20.xx: How to Optimize Out of the Box Business Rules in Track-It!?


    ANSWER:

    This article helps you optimize some of the built-in OOB Business Rules.  If you have freshly installed 20.20.01 then these optimizations are not required as the Business Rules are already optimized.
    If you have upgraded from previous versions of Track-It! to Track-It! 20.20.01, then follow the below instructions:

    Copy the below Business Rules and Edit it.

    1. Notify requestor on ticket create:

    Add Condition:
    Requestor Email is not Blank
    AND
    Ticket Source Does not equal Email

    Action -> Send Notification
    1. Disable "To Alternate Email ID" checkbox
    2. Add "{Ticket - Cc}" in Cc field
    3. Add "{Ticket - Bcc}" in Bcc field

    2. Notify requestor on Ticket update

    Action -> Send Notification
    1. Disable "To Alternate Email ID" checkbox
    2. Add "{Ticket - Cc}" in Cc field
    3. Add "{Ticket - Bcc}" in Bcc field

    3. Create new ticket via email with any subject

    Add Condition
    Subject does not contain [Ticket-
    Subject does not contain Re:
    Subject does not contain Re :
    Subject does not contain Returned Email:
    Subject does not contain Approve Change Approval
    Subject does not contain Reject Change Approval

    4. Notify requestor on Ticket close
    Add Condition

    Status Type equals C
    AND
    Status has changed
    AND
    Requestor Email is not blank

    Action -> Send Notification
    1. Disable "To Alternate Email ID" checkbox
    2. Add "{Ticket - Cc}" in Cc field
    3. Add "{Ticket - Bcc}" in Bcc field

    5. Notify Requestor on Ticket Status Update

    Action -> Send Notification
    1. Disable "To Alternate Email ID" checkbox
    2. Add "{Ticket - Cc}" in Cc field
    3. Add "{Ticket - Bcc}" in Bcc field
     


    Article Number:

    000189129


    Article Type:

    FAQ/Procedural



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