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How to create event and macro for Special handling contacts

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  • 1.  How to create event and macro for Special handling contacts

    Broadcom Employee
    Posted 02-17-2016 04:40 AM

    Hi,

     

    For incidents/request/problems with "Affected end user" being a "VIP"(special handling)  and once ticket status is changed to "Resolved"  then "Priority" should change to 1

    Can you please help, on How to write an Event and Macro for this.



  • 2.  Re: How to create event and macro for Special handling contacts

    Posted 02-17-2016 08:45 AM

    Hi kalsw01,  I just took a quick look on my own system, and it seems there is no way to create a site defined condition to check for the "VIP" or Special Handling flag.  You can definitely check the status being set to Resolved, that is not a problem at all, but the Affected End User having the Special Handling flag I think will require custom spel code to check for it as its not a listed attribute on the attomic condition attribute field

    There may be other folks out here on the communities that have accomplished this, and may be willing to share it with you.

    Thanks,

    Jon I.



  • 3.  Re: How to create event and macro for Special handling contacts
    Best Answer

    Broadcom Employee
    Posted 02-17-2016 10:25 AM

    Thanks Jon for reply.