I noticed an idea that was recently implemented for "Custom fields for users and Companies". I immediately see the value in this for linking with other systems, and overall reporting. I would like to expand on that idea to make this an even more powerful feature. My request is to allow for automation rules to be triggered based on custom fields for companies and users as we currently can for custom fields in tickets.
I can do this today via workaround by creating an automation rule that triggers based on a long list of companies or users explicitly defined in the rule. While this works, we have many dealers, contractors, and trusted agents worldwide so the rule becomes lengthy and requires maintenance as those agents come and go.
In this case, it would be much more efficient to have the ability for automation rules to trigger on a custom field at the company level even at the user level. The rule would then check the users company for the custom field and trigger if the condition is met. Any changes to a company or user status would be done at the customer or user level anyway so this would eliminate the need for building complex automation rules that require maintenance if there are status changes. Users could use the current interface and simply structure the rule like this:
if (originator(companyCustomField) == True) || (originator(userCustomField) == True) {
// do something
} else {
// do nothing
}
Once set, move along and never touch it again unless you need additional qualifiers.