Home > Forum > Send Agent an error message when closing ticket without necessary Tag

Send Agent an error message when closing ticket without necessary Tag

Jan 29 (24 days ago)
Sebastian Radloff wrote
Hi,

I would like to create a new rule that has some conditions.

The rule should be run, when the agent sets the ticket status to "solved".

The rule should analyze if at least one of several tags is assigned to the ticket.
If not the user should get an error message "You must assign one of the xxx tags to the ticket before solving it" and ideally the ticket status is set back to the last status.

I've found the message actions but never get a message if I follow my rule.

I've attached my current rule.
Reply
1 Answer
Jan 29 (24 days ago)
Sebastián Slušník agent wrote
Hi Sebastian, the rule you´ve posted is working correct. We will contact you by email to ask for more details.

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