enhancement Override Flags - matching to IC fields

[Jeremy]

I think that this has been mentioned before but I was hoping that something may have changed....

In an IC when you add a Customer Search node or you use the session user details you get options to match certain conditions e.g. login id, email etc we would like to match this with a question to prevent people from being able to select themselves from a drop down list.

We are using the user drop down list in one question so that the customer selects a person, we want to make sure that this is not themselves so in the override flags we would like a variable option to reference an answer to a question.

This would also be useful for other validations to be able to reference outcomes that have been added in other questions.

[Jeremy]

We know that we can achieve this in the BPM, but we are trying to head off customers as early as possible to speed up the request handling time and also to save some time from our service desk from having to get involved in these requests.

[Steve Giller]

Picking it up in the Request would be super-fast - just test for a match and auto-close the Request with an email explaining why! No Service Desk involvement at all.

[Jeremy]

@Steve Giller granted but as there is no option for the customer to update this after submission, either the customer gets annoyed at having to fill out form again or our analysts waste time finding the correct person and lengthening the process. Neither of which are good customer service.

Also being able to match or validate questions against variables in the IC would be useful in other scenarios too