I guess everyone came across that behaviour when trying to configure business rules.
The idea is to have the same field as condition for that business rule to apply and the same field/dropdown as action. Can one of you think of other interesting use cases?
Here a few from my side.
Hiding status "closed"
Freshservice implemented a feature for hiding the close button in the navigation bar of a ticket (editing a ticket). You can now disable the field “save and close” when creating an incident (new tickets). Great for us.
As a consequence of disabling this button you can no longer see the status “closed” in a ticket dropdown. An agent checking a closed ticket now shows “open” in the dropdown as this is the first value and “closed” is shown at the top right. This could get fixed by this idea. Only when the ticket status is “closed” extend the dropdown and show “closed” again.
Archived agent groups
We disable archived agent groups that are no longer needed. We need this for history and audit purposes. Agents are not allowed to send a ticket to that group as we hide this group within the dropdown. Another issue is that in the overview you can still select that group as the ticket overview is not affected by business rules - bypassing business rules is possible which is also an issue for us in change management. This ticket for example is in an archived group, an agent checking this ticket shows no agent group. Same logic as use case before.
Limit functionalities for a field to only specific persons
Imagine a checkbox that everyone should be able to check. But not everyone is allowed to remove again. Everyone can mark a ticket as a security issue. But only the security department should be able to uncheck this checkbox again, so I wanted to disable this field. Once checkbox is ticked, disable this checkbox - same field for condition and action which is not possible as of now.
Change ticket type
You are able to change an incident to a service request. No information gets lost in this case. But if you convert a service request (with a catalog item attached) to an incident, the information the customer entered is lost. So i could imagine a business rule: Condition: type is servcie request, Action: Disable type.
I know this can be handled by the condition “service request item is attached”.
Happy for anyone to share other ideas.
