After Hours we have to dispatch Network Technicians out in the field to remote locations and we require ticket annotation from the dispatched tech for proof of work etc. prior to ticket closure. We have many cases where a tech is dispatched and the condition resets. We need to keep the auto close feature as we avg about 5K tickets per month. (Florida T Storms). I would like to delay the ticket auto close if the ticket has a work in progress state set by the NOC to allow enough time for the tech to arrive and annotate what's needed in the ticket. We have a custom field for Dispatched after hours but will use the Work in Progress state to keep it uniform. has anyone successfully come up a with a solution or work around that allows them a similar result? A simple if / and statement setup in the interface reset setup would really help out.
