Change status
Hello, I'm trying to figure out a way to run a Ticket Rule for changing a ticket's status from "New" to "Opened" once the ticket is assigned to a tech.
I made a rule that says "Owner Full Name | does not contain | Unassigned" AND "Status | = | New" ... "Status | change value to | Opened". But it doesn't ever pickup the "Unassigned" tag so anything that is marked "New" changes to "Opened", regardless of whether the owner is "Unassigned" or not. Am I going about this the wrong way? Anyone else try doing this?
I made a rule that says "Owner Full Name | does not contain | Unassigned" AND "Status | = | New" ... "Status | change value to | Opened". But it doesn't ever pickup the "Unassigned" tag so anything that is marked "New" changes to "Opened", regardless of whether the owner is "Unassigned" or not. Am I going about this the wrong way? Anyone else try doing this?
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Posted by:
dchristian
13 years ago
You could write a custom help desk rule to do this.
Setup the rule to run on ticket change.
Include this portion in your where statement
Setup the rule to run on ticket change.
Include this portion in your where statement
WHERE DESCRIPTION LIKE '%Changed ticket Owner from Unassigned to %'
Comments:
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Hi dchristian, I'm having this same issue but i can't workout where to put your where statement text? I could include my query if it would help?
Thanks,
Gareth - GarethE 10 years ago
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