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Observer event performers

Related products:Freshdesk
  • August 17, 2017
  • 2 replies
  • 23 views
T
Contributor

Can you please explain what 'system' means as an event performer in Observer rules?


Also, if I want to create a rule that involves someone besides the requester or agent ( this could be one of the the CCs or one of the contacts to which the agent forwards some message ), what can I use? Are these, 3rd party addresses, included in 'Agent or Requester' ? ( because this is the option that seems to have replaced the older 'Anyone' )


PS: I'd really love to have an option for CCs and one option for the rest of the addresses ( anything that is not the requester, an agent or a CC - practically this would be the addresses to which messages have been forwarded like business partners, field technicians etc )

2 replies

S
Contributor

Hello Thanos,


The word "System" is used to describe System generated events - such as in the case of Email delivery failures where the failure happens at a time and you can decide what corrective action to take.


Also, regarding the option Anyone which we had earlier, I think it basically has been replaced by Agent or Requester to be more precise. We currently cannot set a condition for an action performed by a CC. 


image


Hope that clarifies things.


Thanks,

Sudha

T
Contributor
  • thanos.massias
  • Author
  • Contributor
  • August 21, 2017
Thanks Sudha.

As far as user-interface is concerned, since all 3rd parties ( CCs and Forwarded-To addresses ) are also included under 'Agent or Requester' maybe something like 'Anyone except System' makes more sense in place of 'Agent or Requester'.


I hope Freshdesk will also see the value in more options for distinguishing between Agent, Requester, CCs and Other ( Forwarded-To ) addresses.

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