Field Updates
Field Updates allows you to configure a router to update one or more fields on a record at the time it’s assigned. Here are a couple use cases for this feature:
Updating the status field of the record to “Assigned” or similar.
Updating a custom field with the date/time the record was assigned by Kubaru.
Enable Field Updates
Note
For routers that use Rule-Based Assignment, you also have the option to set field updates at the rule level.
Follow these steps to enable field updates for one or more routers:
Create a new router or edit an existing one.
Scroll to Additional Settings and click Field Updates.
Click Add Row.
Select the Field that will be updated and the Value that the field will be updated to.
Click the Save button.
Fields will be updated when the record is assigned. The assignment logs will show which fields were updated in the Fields Updated column.
Special Values
Field updates support the following special values:
| VALUE | DESCRIPTION |
|---|---|
| “TODAY” | This sets date fields equal to the date of assignment. |
| “NOW” | This sets date/time fields equal to the date/time of assignment. |
| “Assigned User” | This can be used to populate a user lookup field with the user to whom the record was assigned. Note: the field will not be updated if the record is assigned to a queue. |