Create a CTA only once per an assigned key
We load data around tickets into a table in MDA. We would like to create a CTA for the CSM when there have been X responses from a rep. However, we only want the CTA created once per ticket.
We've gone back a forth a couple times trying to figure out the best way to do this, but we haven't been successful in determining a way that wouldn't trigger a new one each day.
Our date fields include: Created_on, Last_closed, and solved_on. Close means in a Pending or Solved state. This field will change every time the ticket is moved into pending.
This means we cannot trigger the CTA off of Last_closed because it will be created every time the rule runs after the ticket meets X responses from a rep.
Created_on won't work as there 9/10 does not meet the X responses on the day it was created.
Solved_on does not work because we want to use this as a notification to the team of risk.
We've gone back a forth a couple times trying to figure out the best way to do this, but we haven't been successful in determining a way that wouldn't trigger a new one each day.
Our date fields include: Created_on, Last_closed, and solved_on. Close means in a Pending or Solved state. This field will change every time the ticket is moved into pending.
This means we cannot trigger the CTA off of Last_closed because it will be created every time the rule runs after the ticket meets X responses from a rep.
Created_on won't work as there 9/10 does not meet the X responses on the day it was created.
Solved_on does not work because we want to use this as a notification to the team of risk.