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.
+4There is an option to include the Name as part of the criteria that determines uniqueness for a CTA. So could you have a name that includes the ticket ID and is part of the unique ID of a CTA so when rules determines whether a CTA already exists or not (Type and Reason will also be considered) it may meet the criteria of your rule but would not generate a new CTA when there is one open with the same ticket ID.
+5Does it look to see if a CTA exists that is open or if one ever existed?
+4It looks to find one open. Would that work? What are the rules for closing these CTAs on a ticket?
+5I think that will work. The question about open or ever existed is actually for another CTA rule. The CTAs will be closed by our CSM team. They are to bring awareness about tickets that are taking longer than we have set for them to be solved.
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