Hello
Is there a way to set up a rule so that a CTA is create when certain conditions are met, but it is created only once i.e. it will not come back even when it is closed?
I've created a rule that flags a new Risk CTA when a support ticket needs to be escalated. The ticket number is in the CTA name and I have Identifiers option selected, but I don’t want the same CTS to be created later down the line when the original one is resolved and closed (regardless whether the support ticket has been solved or not – in some cases the risk may be resolved quicker than the actual ticket which may be open for longer).
Thanks
Katerina
Solved
Rule to create a unique CTA only once in its lifetime regardless of CTA open/closed status
+1Best answer by john_apple
+5
+1Thanks for the reply.
My understanding of that option was that the CTA - regardless of CTA name, would be created only once in x days/lifetime for the entire account/rule ID - in other words - if we have 10 tickets for 1 account, and 8 of them were required to escalate, only one would be created should this option be selected ignoring the 7 others.
I may be wrong though?
Part of the business case is to see how many customers have Risk CTAs created that came from Support Tickets. So I need this rule to auto-create new CTAs for every ticket that is marked as escalation required, using the ticket # as the key identifier, but not recreating the same CTA with the same ticket number if one already exists in the dataset – be it still open or closed
My understanding of that option was that the CTA - regardless of CTA name, would be created only once in x days/lifetime for the entire account/rule ID - in other words - if we have 10 tickets for 1 account, and 8 of them were required to escalate, only one would be created should this option be selected ignoring the 7 others.
I may be wrong though?
Part of the business case is to see how many customers have Risk CTAs created that came from Support Tickets. So I need this rule to auto-create new CTAs for every ticket that is marked as escalation required, using the ticket # as the key identifier, but not recreating the same CTA with the same ticket number if one already exists in the dataset – be it still open or closed
You just need "Create CTA once in Lifetime"box checked as pointed out by John.
It works even if the CTA is deleted as long as the identifiers selected are not altered in the rule that created the CTA.
It works even if the CTA is deleted as long as the identifiers selected are not altered in the rule that created the CTA.
+5I just built a test and it does create a unique CTA if the ticket number is part of the CTA name and you include the name as an identifier.
+1thank so much both of you - much appreciated!
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