It would be helpful if we could create and reference custom variables within our Automation Rules and have the last state of these variables stored within each ticket?
For example:
- Create new custom variable: "Previous_Status", Type = Status
- Set custom variable: #Previous_Status# = #Status#
- Set status = 'On Hold'
...and then allow actions to reference any existing custom variables where the variable types match?
- Set status = #Previous_Status"