5 Replies Latest reply on Mar 9, 2016 3:06 PM by Gavin Ross

    Business Rule Help

    Gavin Ross
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      Need some help with a business rule that I am trying to create. I am looking to only notify a user/agent if the ticket is updated by email. If the agent updates the ticket through the console, they do have the option to send an email or not, that rule is working fine. The problem is the rule I setup will notify both, either an update from an email or an update in the console. How can I set the rule so that only e-mail updates get a response? Attached is a copy of the rule.

       

      Thanks,

      Gavin