I have a custom status of “Waiting on Student Pickup” that triggers a 30-day rule that will change the status to: “Needs to be Disabled” if it’s not picked up.
At the moment, if an update is made to the ticket, the status automatically changes to “In Progress” and essentially starts the clock all over again because we have to manually change it back to “Waiting on Student Pickup”
I want to create a rule to not change the status if updated when a ticket’s current status is “Waiting on Student Pickup” but that is not an option; or at least I can’t find it.
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Hi John,
I hope you’re doing great! After further investigation, I found that unfortunately, the action to not change the status of a ticket when a ticket is updated is not currently available. You can submit this as an enhancement request on the "Idea Exchange" page by clicking on the link down below:-
If you have any questions or concerns, please let me know. May you have a great day ahead!
Regards,
Jas
Hey @John TUPS,
Just an idea for a workaround for the workflow you’re trying to achieve, have you tried utilizing due dates in your workflow? Essentially, you would build two/three ticket statuses (One for pickup, one for picked up, optional for device not picked up) and build rules off the due date logic.
Ticket Update Rule: this rule would require your agents to move to status in the waiting for pickup status, which will apply a due date and a tag associated with the ticket. You’ll also be able to use this Tag as a filter to see which tickets still need device pick up:
Ticket Update Rule: This rule will be for when the device is picked up and would remove the due date and the ticket tag. Your working agent would change the ticket status to ‘Picked up” to trigger the automation. I would recommend your ‘Picked up” ticket status be In Progress to ensure the rule correctly triggers:
Ticket on a schedule: This rule will use the ticket tag and due date to automate a ticket status that the device was not picked up in the 30 day window. Optional to remove the due date and/or the ticket tag since that date passed:
A couple extra configuration steps for this workaround, but it should cover the workflow you’re looking for and let me know if I missed anything!
@JustinRaynor_iiQ Thanks!
I’m trying to follow along, but it’s unclear how that would prevent the status from changing (as it currently does) when the ticket gets updated during it’s “Waiting for Student Pickup” status.
Essentially, if it’s in “Waiting for Student Pickup”, and 5 days after it’s put into that status someone goes into the ticket and adds a comment, it shouldn’t change to: “In Progress” and it does.
Could it be because my custom ticket status is set to the “Waiting on Requestor” workflow? If I made my custom status using the “In Progress” workflow, would it stay?
I also don’t want it to impact SLAs.
@JustinRaynor_iiQ Thanks!
I’m trying to follow along, but it’s unclear how that would prevent the status from changing (as it currently does) when the ticket gets updated during it’s “Waiting for Student Pickup” status.
Essentially, if it’s in “Waiting for Student Pickup”, and 5 days after it’s put into that status someone goes into the ticket and adds a comment, it shouldn’t change to: “In Progress” and it does.
Could it be because my custom ticket status is set to the “Waiting on Requestor” workflow? If I made my custom status using the “In Progress” workflow, would it stay?
I also don’t want it to impact SLAs.
Hey John, I’ll look into your site to see if I can spot any reason for that occurrence.
The workflow I built would alleviate the focal point of ticket statuses changing on a ticket other than the initial specific checkpoints (waiting for pick-up, picked up, not picked up) and then put that emphasis on the due date and the ticket tag for your 30-day window since those variables will not be affected by comments on the ticket.
Hey @John TUPS,
I did some testing on my end and I wasn’t able to replicate the issue that you’re seeing, but I was able to see a ticket on your site that was experiencing that issue of the ticket being set to In Progress from Waiting for Pickup. Because of this, I would try adjust the ticket workflow stage from ‘Waiting on Requestor’ to ‘On Hold’ (In Progress should also work) and see if this issue still occurs.
