We have 2 default Categories ("Service Desk" and "New Email Ticket") that differentiate between email and manually created Tickets and they notify support staff. These Categories are not appropriate for metrics of Closed Tickets and we do not want a ticket to be Closed under these Categories. I think I need a Ticket Rule that prevents a ticket with Status = Closed to be saved if either of these Category values are set. Would be nice to notify the user trying to close the ticket on screen as well, like Required fields do. Has anybody done something like this? Suggestions?

TIA
0 Comments   [ + ] Show Comments

Comments

Please log in to comment

Community Chosen Answer

2
It sounds like the wizard can do this.
  1. step 1: status=closed and category = service desk
  2. step 2: status=opened
  3. step 3 (detail editor): add an email to the owner; change frequency to "on ticket save"
  4. repeat for category=new email ticket
Answered 12/15/2011 by: GillySpy
Seventh Degree Black Belt

Please log in to comment
Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Answers

0
I thought about creating a 'special' status called "Dummy, you must update Category" or something to that effect and changing the Status to that :)
You don't recommend combining the 2 Categories with an "or"?
Also, this will not run against all the old tickets with this condition and change them, will it?

As always, thanks!
Answered 12/15/2011 by: Transam
Orange Belt

Please log in to comment
0
If you used
Status=Closed
AND category=blah
OR category =ahem

Then you have a logic problem since it will be true if category is ahem regardless of what status is. To combine it in one rule you could use a regex:
  1. step 1: status=closed AND category matches regex (service desk|new email ticket)
  2. step 2: status=opened
  3. step 3 (detail editor): add an email to the owner; change frequency to "on ticket save"
If you use "on ticket save" as the frequency then it will only run against tickets that have this condition going forward and are saved. If you want to run on old tickets then you could run it on a different schedule.
Answered 12/15/2011 by: GillySpy
Seventh Degree Black Belt

Please log in to comment
Answer this question or Comment on this question for clarity

Share