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Lotus Notes / Domino Sonstiges => Help-Desk Applikation !!Help!! => Thema gestartet von: alecrespi am 30.01.07 - 16:49:24



Titel: Escalation Formula
Beitrag von: alecrespi am 30.01.07 - 16:49:24
In the escalation dedicated to "non assigned ticket" I found this formula
@UpperCase(FORM) ="BUGREPORT"

but I continue receiving notifications also for ticket already closed.
is there something I miss in the formula?
Can I add a control that check if the "supporter field" is "" (blank)?


Titel: Re: Escalation Formula
Beitrag von: Thomas Schulte am 31.01.07 - 15:37:52
@UpperCase(FROM) = "BUGREPORT" & (Supporter != "" | !@Isavailable(Supporter))

Did not test this but this should work.


Titel: Re: Escalation Formula
Beitrag von: koehlerbv am 31.01.07 - 15:45:19
@UpperCase(FROM) = "BUGREPORT" & (Supporter != "" | !@Isavailable(Supporter))

Did not test this but this should work.

It won't - FROM should be FORM  ;)


Titel: Re: Escalation Formula
Beitrag von: Thomas Schulte am 31.01.07 - 15:53:09
you're right.  ;D


Titel: Re: Escalation Formula
Beitrag von: alecrespi am 01.02.07 - 10:14:31
OK, I've "copy-pasted" the formula, but it doesn't work.
 :-:

If I open the ticket in the MAIN VIEW oh the helpdesk database, I see that my name is already present in the "Supporter Field".
Is there some place where I've put it as "default value"? (I suppose it's not correct)
How can I fix this.
Is it correct? or should the "Supporter Field" be Empty after receiving the Ticket request?