Question
Closing CTAs by ID while using Case Object
My CSMs asked me to create a CTA for them any time we have a high severity support ticket. These are for our largest accounts so there are often multiple for each client.
I basically have it configured to pull at the end of the day any that are still open from the day.
They are created correctly, but when I try to close after 5 days (if the CSM hasn't manually closed) then it closes any CTAs within the same Type / Reason for the same client, even if the others are still open.
As I understand it, the way to go about this is to use the CTA ID. However, since I built the rule off of the Case object, I don't have the CTA Id available as a drop-down. Tried using data spaces and couldn't get it to work. Any ideas?
I basically have it configured to pull at the end of the day any that are still open from the day.
They are created correctly, but when I try to close after 5 days (if the CSM hasn't manually closed) then it closes any CTAs within the same Type / Reason for the same client, even if the others are still open.
As I understand it, the way to go about this is to use the CTA ID. However, since I built the rule off of the Case object, I don't have the CTA Id available as a drop-down. Tried using data spaces and couldn't get it to work. Any ideas?