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Set status to Open when Moved between tiers or Techs

chrislee1107

We use the Open status to represent a ticket has not been worked by a tech and working as status when being worked,

It would be great to either have WHD auto set the status when a ticket is reassigned or moved through the TIERs. If not auto a way to set this up with action roles would be great,

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Comments

diehr

Couldn't you just use an action rule to say:

Rule Triggering:

Evaluate criteria... = only when updated by a Tech

When criteria evaluation results in a match, apply action... = only if criteria did not match before the Ticket was updated

Then on the criteria window, choose 'Request Type>is>*'

and have it perform the action 'Change Status>Open'?

or use a similar method by using 'Assign to>Tech Group>*>Level *'?

nathanseaton

You may want to look at why you're using the "Open" and "Working" status.

If you're using "Working" to track that some amount of work has been done on the ticket, why not just use the "work time" feature in tech notes?
If you're using "Working" so that other techs don't grab the ticket, simply don't assign tickets to anyone until they are going to work on them. The techs will still be able to see tickets in their tech group.

Obviously which statuses you decide to use will depend on your environment. What works for some places doesn't work for others.

Personally I use the following status types:

Open: No significant work has been done on this ticket.
Pending: A tech is currently investigating or working to resolve this ticket.
Cancelled: Either the client or tech determined that this ticket was no longer needed BEFORE any significant work was done.
Awaiting Parts: This ticket has been started, but something needs to be purchased/delivered before the ticket can resume.
Awaiting 3rd Party: Some outside entity (like a telephone company or vendor) has to complete work before this ticket can resume.
- Note: We also use a custom field called "External Case Number" to help track this.
Resolved: A tech has completed the work, but is unable to verify satisfactory work because the client isn't present or the tech doesn't have access to verify everything is working.
- Note: Clients automatically receive an email asking if the ticket was resolved to their satisfaction. If they choose yes, the ticket is closed. If they choose no, the ticket is set to reopened.
Reopened: When a client replies to a closed ticket, this status is automatically set.
On Hold: Either the client or tech determined that this ticket would be completed a undetermined later day. Basically a "someday, maybe" or "rainy day" type status.
Awaiting Response: Techs use this status when they are waiting for a client to respond. Clients receive an email once a day with a reminder to respond. If they don't respond after 3 business days, the ticket will automatically close on the 4th business day.