Automation on Ticket Status

[Nikos]

Hello Team.

Does anyone know if it possible to have the status of a ticket changed automatically, according some consideration each time we define i assume using a rule?

Please advice.

Thank you in advance,
Nikos.

[Andrew86]

Hello Nikos,

Julius answer is something we likewise did yet you just need to consider the logic around the Complete/Closed statuses and whether you want an outbound completion email.

Workflows can be used to change the status of a ticket and numerous field value changes.  We have a workflow which triggers on the flag when an employee responds on a ticket, which would then take it from "Employee Action" back into "In Process".  This works pretty well.

Kind regards

Andrew

[Nikos]

One again you have a good answer Andrew. Thank you so much!

[Juliuspereira]

Hi Niko,

Since we do not have the ability to change the ticket status on the ticket creation screen, and we had a use case that the users should be able to do this because many a times they resolve service issues during the first call itself. Creating a ticket, saving it and reopening it in Edit mode and changing the status was unnecessarily time consuming.

To address this, we created a toggle switch on the Ticket creation screen.

If the user would like to close the ticket on creation, they would toggle the switch to Yes. On save, we then trigger an action to set the ticket status to closed using workflows.

Hope this provides some insights into how you could use KUT fields and workflows to adddress your user case.

Julius

[AlanChen]

Hi Nikos,

You can set up a workflow rule to change ticket status automatically.

BR,
Alan