Generic agent for Pending Ticket status?

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thunter28
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Generic agent for Pending Ticket status?

Post by thunter28 » 09 May 2018, 13:33

I am looking for a way to move a ticket from the open status to pending status when a certain criteria is met, such as no ticket note, external reply, status update, etc. for 7 days.

Is there a way to do this automated such as a generic agent configuration?

root
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Re: Generic agent for Pending Ticket status?

Post by root » 10 May 2018, 07:08

Hi,

Searching for no note or external update is not possible in a direct way. Maybe the criteria last change times could help you.
What's the use case?

- Roy
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fcasal
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Re: Generic agent for Pending Ticket status?

Post by fcasal » 10 May 2018, 11:47

I think you can do with the generic agent, for example:

In select tickets choose

Ticket last changed > More than ... ago > 07 > days


In Update/Add ticket Attributes select

Set new state > pending


So in this case, when a ticket has no changes in more than 7 days, the generic agente will change the state.

thunter28
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Re: Generic agent for Pending Ticket status?

Post by thunter28 » 10 May 2018, 13:24

I have been thinking about this a little more over the last few days and have been back and forth on how I want to handle it.

We use our pending ticket status to "hide" our tickets from the open ticket that are worked more frequently. Pending ticket typically are those that are scheduled for a later date or follow up in X amount of days.

I am think what is more appropriate is a automated reminder to the ticket Owner, Responsible after 7 days to get an update or request the ticket to be closed. I have tried this in the past but ran into the issue of an internal note not being enough to reset the ticket timer.

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