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Warning for Rules if they are affected by changes

Related products:Freshdesk
  • April 20, 2017
  • 1 reply
  • 8 views

In Email Notifications, Freshdesk displays the warning  "Some translations are outdated" if the main language template is being changed. This is really useful.


For any other changes that actually affect rules (Dispatch'r, Observer, Supervisor) or templates (Ticket Templates) there are no warnings.

Like probably most Freshdesk customers, we have built a lot of rules in our account that depend on Ticket Fields, specific agents....


If for example we make changes to our Ticket Fields and the previously used fields are not existing anymore, all Ticket Templates where those fields were set do not contain those fields anymore and are simply empty.

To stick to the same example, if an Observer rule was depending on those fields, it is not triggered anymore without any warning. 


Currently, we need to go through all of our set up rules and templates and manually update them if we change our Type Fields or an agent leaves the company. 

It would be a really helpful feature to mark anything that is affected by a change done in the account.

1 reply

  • Contributor
  • November 15, 2017

agree here.  We could also use something like this as we are using around 20 Observer rules, and 10 Supervisor rules.  I periodically go through my rules to make sure they are all working still.  If there was an overview of some sort, or at least a warning if a field is left blank in an Observer or Supervisor rule, that would be great