Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Business rules can act on the record a ticket points at, which is how a contract type ends up driving your routing.
Use one in a rule
- Make sure the ticket has a lookup field pointing at the object.
- Open the trigger or view.
- Add a condition on a field of the related record.
- Test on a ticket where the relationship is filled in.
What this unlocks
- Routing by contract type, without duplicating that on every ticket.
- Service levels from the record, so a premium contract gets premium targets automatically.
- Views per product line, based on what the record says rather than what someone typed.
The point is that the data lives in one place. Change a contract's tier and every future ticket follows, with no rule to edit.
The relationship must be set
A rule reading a related record does nothing when the lookup field is empty. That is the usual reason a carefully built rule works on some tickets and not others.
Filling it reliably is upstream work: a rule that sets it from the requester's organisation, or a required field on the form.
Reporting is more limited
Explore does not report on related object fields as freely as it does on the ticket's own. Where you know you will need a breakdown by something on the record, consider also writing that value onto the ticket as a field, set by a trigger. Slightly redundant, and considerably easier to report on.
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