We are trying to add some automation to our Loaner Device tickets. Currently, the individual submits the ticket and sets a date for approximately how long it will be needed for. Then, once they have the device, the ticket sits on hold until the device is turned in.
The automation we are wanting to put into place, as part of the process, is to be able to close the ticket after the device is provided and then re-open the ticket on the date stated for the return of the device. Is this possible?
Hello there...one suggestion would be to utilize custom state like On Loan. Once the ticket is moved to that state on the ticket, an automation rule could be configured where the current state is On Loan and it has been 30 days since last update (assuming the changing of the state to On Loan is the Last Update), the Action would be Send Notification to the Assignee and Requester to return the loaner and update the ticket to Assigned. When creating the custom state, do not check the box for SLA. This will pause the SLA clock during that time.
