Prevent a Ticket to Close with certain Categories
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
TIA
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Posted by:
GillySpy
12 years ago
It sounds like the wizard can do this.
- step 1: status=closed and category = service desk
- step 2: status=opened
- step 3 (detail editor): add an email to the owner; change frequency to "on ticket save"
- repeat for category=new email ticket
Posted by:
Transam
12 years ago
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!
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!
Posted by:
GillySpy
12 years ago
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:
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:
- step 1: status=closed AND category matches regex (service desk|new email ticket)
- step 2: status=opened
- step 3 (detail editor): add an email to the owner; change frequency to "on ticket save"
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