Skip to main content

I made a district wide shortcut that does the following things when run 

  • Set a device to status “broken”
  • Enter a resolution action
  • Set the ticket status to resolved.

It seems there is an issue with this shortcut disappearing (agents can’t see it, or it just disappears entirely and i have to make it again). There is also an issue with it resolving the ticket. It will complete the broken status, and the resolution action, but it won’t set the ticket status to “Resolved”.  It worked for about 2 weeks, and then broke. We did not add any rules in this timeframe. Any thoughts on this?

We have been having issues resolving via shortcut as well. The person who pointed it out to me at the time had already gone back and resolved their tickets before I could take a look at it, but it was just the ‘Set Status > Resolved’ part of the shortcut that did not work according to her. Sounds exactly like what you’re describing.

Huh. I saw this happen earlier today as well. The ticket in question did have the “verify asset” action that was NOT completed, so I assumed that prevented the ticket from closing. I did not see any alerts, though, which is strange.

@CGulley 580e451 rps205 Thank you for submitting your question to our community! 😄 Let’s get this reported to Support so they can look deeper into this issue. 

Thank you @jclark and @AMeyer Greendale Schools for confirming this issue. 

I did not see anyone mention here that they submitted a support ticket, so I went ahead and sent one myself.

Thank you @jclark 😄

Reply


Terms & ConditionsCookie settings
Incident IQ logo

Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316