Product Update – Rule Flexibility and Case Management Improvements
Overview
This release focuses on improving rule flexibility, case management efficiency, and overall system usability. Enhancements have been made to data handling within expert rules, validation logic, ticket workflows, and communication clarity. These updates help reduce manual effort, improve data accuracy, and ensure a more consistent experience across rule execution and ticket management.
Improvements to DRE Expert Rules
Answer Option Label Retrieval
Expert rules now support retrieving the label of answer options for questionnaire variables, instead of only returning stored option codes. This enables more meaningful data processing for reporting and derived values, especially when combining responses with other variables.
Support for Special Characters in Labels
The implementation ensures that labels containing special characters such as brackets, hyphens, spaces, and alphanumeric combinations are handled correctly without impacting rule execution. Existing rules continue to function without any changes.
Case Management Enhancements
Required Field Validation on Ticket Closure
Validation logic has been improved to correctly recognize prefilled values in required fields. Tickets can now be closed without needing users to reselect already populated values.
Reliable Ticket Export Functionality
Export functionality now works consistently across all views.
Score Rounding in Ticket Content
A new formatting option allows scores included in tickets to be rounded to a defined number of decimal places. This improves readability while keeping underlying calculations unchanged.
Stable Ticket View Rendering
Safeguards have been added to prevent respondent reaction content from affecting the overall ticket layout. This ensures a stable and consistent interface.
Correct Handling of NPS Values
NPS values are now processed as numeric values instead of text. This ensures accurate rule evaluation and comparisons within workflows.
Improved Ticket History and Communication Control
The ticket history now always includes the original ticket content, regardless of how the ticket was created. Internal communications such as comments and forwards are excluded from external email threads by default, ensuring better control over shared information.
Full History Field Option
A new field option allows inclusion of complete communication history, both internal and external, when full visibility is required.
Custom “Created On” Email Address
Tickets created through automated processes can now use a specified sender email address. This removes the need for manual updates and supports multiple workflows or locations using different email identities.
Shortened Ticket ID in Email Subject
The ticket identifier included in email subject lines has been shortened for better readability, while still maintaining accurate ticket tracking.
Improved Reply and Comment Input Experience
The input area for replies, forwards, and comments has been optimized with better sizing and cursor visibility. This allows users to start typing immediately and improves overall usability.
What You Need to Know
No manual action is required
Existing functionality remains unchanged
These updates improve validation accuracy, usability, and data consistency
New capabilities in rules and case management are available for use as needed
Kiran Sanap
Product Update – Rule Flexibility and Case Management Improvements
Overview
This release focuses on improving rule flexibility, case management efficiency, and overall system usability. Enhancements have been made to data handling within expert rules, validation logic, ticket workflows, and communication clarity. These updates help reduce manual effort, improve data accuracy, and ensure a more consistent experience across rule execution and ticket management.
Answer Option Label Retrieval
Expert rules now support retrieving the label of answer options for questionnaire variables, instead of only returning stored option codes. This enables more meaningful data processing for reporting and derived values, especially when combining responses with other variables.
Support for Special Characters in Labels
The implementation ensures that labels containing special characters such as brackets, hyphens, spaces, and alphanumeric combinations are handled correctly without impacting rule execution. Existing rules continue to function without any changes.
Required Field Validation on Ticket Closure
Validation logic has been improved to correctly recognize prefilled values in required fields. Tickets can now be closed without needing users to reselect already populated values.
Reliable Ticket Export Functionality
Export functionality now works consistently across all views.
Score Rounding in Ticket Content
A new formatting option allows scores included in tickets to be rounded to a defined number of decimal places. This improves readability while keeping underlying calculations unchanged.
Stable Ticket View Rendering
Safeguards have been added to prevent respondent reaction content from affecting the overall ticket layout. This ensures a stable and consistent interface.
Correct Handling of NPS Values
NPS values are now processed as numeric values instead of text. This ensures accurate rule evaluation and comparisons within workflows.
Improved Ticket History and Communication Control
The ticket history now always includes the original ticket content, regardless of how the ticket was created. Internal communications such as comments and forwards are excluded from external email threads by default, ensuring better control over shared information.
Full History Field Option
A new field option allows inclusion of complete communication history, both internal and external, when full visibility is required.
Custom “Created On” Email Address
Tickets created through automated processes can now use a specified sender email address. This removes the need for manual updates and supports multiple workflows or locations using different email identities.
Shortened Ticket ID in Email Subject
The ticket identifier included in email subject lines has been shortened for better readability, while still maintaining accurate ticket tracking.
Improved Reply and Comment Input Experience
The input area for replies, forwards, and comments has been optimized with better sizing and cursor visibility. This allows users to start typing immediately and improves overall usability.
What You Need to Know
Applies To