The most recent content from our members.
I would like to see the option below separated. One switch for resolved, and one switch for closed. Closed should be the absolute end of the life of an incident, whereas users should be able to respond to a resolved ticket if its not actually resolved, and then it should be reopened for additional work. It would be nice to…
We currently have a rule which sets our tickets to "Customer Responded" state if the requester comments on the ticket. However, when someone who is CC'd on the ticket responds, this change does not happen. Selecting CC'd users is not currently an option in the automation rules.
Currently the only automation option to add information in the ticket is to Append or Prepend the original request details. Feature request is to have the option of adding a Public or Hidden comment to the ticket inline with the thread. To use as automatic notes for technicians or automatic responses to the requester.
When forwarding a ticket from one Service Provider to another in ESM, using an automation in the receiving Service Provider to auto assign to a queue or agent is currently not supported. Please allow this function so forwarded tickets can be auto assigned without manual intervention.
Use case - We have an automation rule which runs that sends a reminder notification back to the Agent after 3 days of no comment. Issue - if the last comment was on a Thursday, the automation should not count the weekend as those are excluded in our business hours. Today, while Business hours can be applied to Conditions…
I am trying to use custom fields in an automation rule but they don't seem to work. Use Case: We have a catalog request template for new hire onboarding. We would like to append the employee's name to the generated catalog request. When we try to reference the custom field names, the request name just gets updated the…
Automation rules stacking/triggering other rules. Automation Rule #1 has a scope & trigger event which fires an action. . . . based on that action, Automation Rule #2 then triggers due to it's scope being the action of #1. Example; if 1 rule is programmed to update the assigned to, the state & the priority of a ticket. and…
I'm looking to extend @afroon 's topic from a couple years ago: Email Commands to update ticket status / assignee etc Is there any other way to manipulate a ticket's details via email or write automation rules that are more dynamic? Over a decade ago now (man, I'm getting old...) I used another product where you could do…
I was trying to add a notification for task assignees for a certain amount of time before the due date of a task, but it doesn't seem that this is possible. Tasks are not available in the "Scope" of automation rules. I was able to create a similar automation for tickets / service requests, but we don't often use due dates…
Makes sense to add Teams Chat either as integration setting option and/or as an option for notification settings as opposed to email as the only option- So when approvals or tasks are assigned, a notification can be sent to the assigned user's teams chat via their teams associated email, as a more reliable means for…
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