Has anyone come across an issue if a ticket status is set to Waiting on customer and end user goes back and adds an attachment hits submit and save the status doesnt change to Customer responded. Which will never trigger an email to the ticket owner notifying ticket has been updated.

We have only to come to find out after few users complained they have been waiting update on tickets and ticket owners never getting a notification the ticket was updated. When we went back to check all those ticket were still sitting on waiting on customer though the customer went in and added an attachment the status never changed.

Per Quest this has been registered as new a bug. 

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I've received a few complaints from customers about this bug as well. 
Answered 03/18/2017 by: tramiksim
Orange Belt

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A workaround would be to setup a Custom Ticket Rule.

SELECT:
select HD_TICKET_ID from HD_TICKET_CHANGE 
where DESCRIPTION like 'Added attachment%'

UPDATE:
UPDATE HD_TICKET 
SET STATUS_ID = [your status id]
WHERE HD_TICKET.ID in (<TICKET_IDS>)
Answered 03/21/2017 by: JasonEgg
Tenth Degree Black Belt

  • Jason - I am going to test this and if this works, that would be awesome.
    Support couldnt come up with this I even asked them if we could do a custom ticket to resolve this.

    I can see this working on ticket that is already in the queue and the submitter goes and attaches a file. But what would happen if this is a new ticket that is being submitted and the submitter attaches the a file, if we set the status to ticket updated that ticket will not be a new ticket. Correct?

    I want to make sure a new ticket is not set to "User Responded"
    • Good thought. According to my tests, if an attachment happens when the ticket is created then the change description includes both actions in one row (E.G. "Ticket Created
      Added attachment "image.png""). So one change to the query should do it: add a wildcard before 'added' as well, so it's '%Added attachment%'
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