Option to automatically reopen ticket on chosen date for review?
I've gotten a request from other Helpdesk admin in my company to find out if there's a way to flag or check-box a ticket to be reopened at a later for review/assessment.
This would only apply to chosen tickets and the date would need to be specified per ticket.
Is there any option or rules available to make this happen in current iteration?
1 Comment
[ + ] Show comment
Answers (1)
Answer Summary:
Please log in to answer
Posted by:
chucksteel
6 years ago
Top Answer
There isn't anything like that built into the appliance, but it should be easy enough to add. You would need to create a custom field for the date and then a rule that finds any tickets where that custom field is today and changes the status. That rule would be scheduled to run daily.
Thanks very much! Is it possible to use the wizard to create this rule? I have a custom date field and I've selected today's date, but when I test the rule, I'm not sure what term to use to reflect today's date. I've tried "today", "now", "current", and "curdate" to no avail.
Thanks so much for the help. - Brady Williams 6 years ago
CUSTOM_FIELD_VALUEx = "today"
The proper format should be:
DATE(CUSTOM_FIELD_VALUEx) = DATE(NOW()) - chucksteel 6 years ago