Default logged category

[J_Tamburrini]

Afternoon All,

I am looking for a bit of help with adding a stage into the BPM process but not sure how to get it to work.

what i need is that all tickets that get raised by email get given a default profile category  ie "Logged by email"

The service desk will then change it when they accept the ticket.

Can any one provide an solution

 

Thanks in advance !

[J_Tamburrini]

sorted! i had to move the new node to action before the other suspend nodes!

[J_Tamburrini]

Scrap that i still need help as i need to add a condition in but not 100% sure what to add in.

so the set request category you can see below is set to apply  "logged by email category" but is adding to every case as i haven't added a condition in.

i only want this to be added to tickets raised by self service or email but i cant work out what to use for the decision s custom expression as i can say something like is sent from auto responder or self service

 

hope this makes sense

 

[Victor]

6 hours ago, J_Tamburrini said:

i only want this to be added to tickets raised by self service or email but i cant work out what to use for the decision s custom expression

Your condition then can have the custom expression check for the source of the request. If the Source is Email or Self Service then set the category otherwise bypass the category node and continue the process...

[J_Tamburrini]

Thanks Victor i will try this later today and come back to you with my results, I Appreciate the help as always.