Our org would like to require tickets to have a note on a ticket before being transferred into another group. I realize this may be difficult if a ticket bounces around quite a bit, but considering orgs tend to have a T1/T2/T3 setup, it’s logical to think that you could use Agent Interaction count to drive this, but this isnt possible in Business rules. An example:
All conditions match the below:
Ticket Forms.Group includes T2- Service Desk, T2 - Phone support, T2- Infrastructure team
Curent Ticket.Agent Interactions is not at least 1
Validate form on submission:
“Please leave a note on troubleshooting steps taken so far prior to escalating to the next group”
We could do this with automattors but it would result in an automation being needed for every different group that exists in the org as a trigger (If group is updated from T1 - Service Desk to Any group and condition of agent interactions is 0, return to T1 - Service Desk)
