I want to create a button 'Waiting on customer' that gets reset when customer replies.
1. Created Custom Attribute "Waiting on customer" as list 'NO,YES'
2. Used "Help Desk PowerPack" Show on sidebar "Waiting on customer"
3. Created Ticket View rules:
"Assigned" Match "Waiting on customer" is NO
"Waiting on customer" Match "Waiting on customer" is YES
4. Now by default all tickets are assigned.
What I'm trying to do now - to automate:
1. On "Response" by Admin to ask if ticket should be set for "Waiting on customer" NO, YES
2. On an incoming email with "My Ticket Rules" if matches "Waiting on customer=YES", then set it to NO. However now I can't figure out which value I need to match on. How can I set a Custom Attribute "Waiting on customer" NO
I just can't set the Custom Attributes :(