6 Replies Latest reply on Apr 21, 2016 5:17 PM by tcore

    WHD - Change status when ticket Escalated or De-Escalated


      We are trying to use status of "Working" when a tech has acknowledged and actively working on a ticket.  As a result when a ticket is escalated or de-escalated the tech has to remember to set the status back to open for other tech to quickly see tickets that need work in their queues !.


      Does anyone know of a way to accomplish this?