2 Replies Latest reply on Mar 23, 2020 4:03 PM by mariam penman

    business rule - update ticket resolution note field

    mariam penman
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      Hi (again!)

       

      i want to create a business rule for the following scenario:

      when an email is received with certain text in the subject, one of the things i want to do is

      add a resolution note and close the ticket.

      I've managed to find the filed to close the ticket, however i can't find the field to update the resolution note with information and set that to NOT private (so that when it gets sent to the user, they can see the resolution notes).

       

      I'd appreciate any help!

       

      thanks

       

      M