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HEAT Software Tip
Mark HEAT Ticket
to Indicate All Resolved
Assignments
Quite often, HEAT Admins
are required to build
very detailed processes
in HEAT. Some processes
are simple - only
requiring a couple of
BPAM rules - where
others possibly require
10 or more rules,
complex call
groups/autotasks and
also the HEAT Messaging
Center to ensure the
processes work
appropriately. Many of
these processes require
tricks of the trade that
we use on a daily
basis. One of these
fully supported tricks
is to flag the ticket
when all assignments are
resolved.
The
initial step is to
create a BPAM rule that
executes an autotask
when a certain call
group is met. That
autotask will update a
checkbox field either
with a 'T' for true or
'F' for false. From
there, another BPAM rule
can react on that value
of 'T' stored in that
field.
So how is it done?
Create a checkbox
field on the CallLog
table like the
example above, then
have an autotask run
an 'Update Call'
action. In that
action, we will use
the '@AllResolved()"
function. This
function when used,
will mark the
checkbox only if all
assignments are
resolved.
As mentioned above,
you may run this in
a BPAM rule, but
it's not necessary.
Instead, you may
find it more useful
to run it manually
inside another
autotask, such as
the 'Resolve
Assignment'
autotask!
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**SMA recommends thoroughly testing HEAT Tips prior to
production use**
Back to HEAT Tips.
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