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?
+4Could you clarify the close criteria?
If you close criteria is - after 5 days of the CTA being open, auto-close, you would build a separate rule on the Call to Action object, using the created date and status of the CTA for your filter, and therefore would use the CTA ID (and include in identifiers) for your close criteria.
If you close criteria is - after 5 days of the CTA being open, auto-close, you would build a separate rule on the Call to Action object, using the created date and status of the CTA for your filter, and therefore would use the CTA ID (and include in identifiers) for your close criteria.
Basically the CTA would close based on the Case being marked as one of several closed statuses... which I think is where the issue lies.
Your idea is a good one, but don't know how I would know which cases are open vs closed without using the Case object
Your idea is a good one, but don't know how I would know which cases are open vs closed without using the Case object
If I understood this clearly, can we try using a Bionic rule with two dataset tasks from Case and CTA respectively and merge them in the third task using some identifiers. With this approach, we can get CTA Ids and also required Case Ids to use in CTA action.
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