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How to Tag Tickets That Require Urgent Response Based on Custom Field Values
Overview
This explains how to create a rule that automatically tags tickets when user inquiries are marked as requiring urgent response.
Prerequisites
Creating Tags
Create a tag named “Urgent Response Required” in advance.
Adding Custom Fields
Setting Custom Fields in Forms
- Edit the form and add a new custom field.
- Select “Checkbox” as the field type.
- Enter a description.
Enabling the Field
Submit a test ticket from “Preview and Test” and add the custom field to the list of ticket fields.
Creating Rules
Rule Configuration
- Condition: “Urgent” checkbox is checked in the form’s custom field
- Action: Add “Urgent Response Required” tag to the ticket
Testing the Function
Behavior When Creating Tickets
- User submits form with urgent flag turned on
- “Urgent Response Required” tag is automatically assigned when ticket is created
Additional Information
System Name Verification
- Value of isUrgent checkbox
- Displays Y (Yes) when checked
