Trigger dispatch'r rule when company name is not set
started a topic
about 5 years ago
I am trying to add a dispatch'r rule to send the requester an email and change the status of the support ticket when the company name is not set, but the rule doesn't seem to run.
Since there is no check for empty string in the conditions, I am just checking for special characters in the company name of which one or more always is present (a, e, i, o, y, æ, ø, å) (the last three are Norwegian characters).
We use this for notifying the requester that we haven't associated the user with a registered customer or partner company yet. We set the company for all users. If not set, we haven't verified the identity of the user yet.
I am also waiting for this since years, our previous and current workaround are custom apps, that display a hint ("Warning: Customer without Company") when opening a ticket without an associated company (often new customers sending an email). Following that hint the agent can decide how to deal with this situation.
If anyone's interested I can share the code to build the custom app.