Afternoon!
I am looking into creating a rule that only fires when the Subticket has been resolved, in which the Parent Ticket goes back into “In Progress” status. Right now, the rule on creation places a Tag on the parent ticket called “Waiting for Department Escalation” and changes the status to “Waiting for Department Escalation.” When the department closes the subticket, I’d like the Parent ticket to go back into “In Progress” automatically.
I’ve tried comments, resolution actions, and everything in between to create a rule on update.
The problem is that the closing of the Subticket is slow, and the Parent ticket updates too quickly so it doesn’t catch the next Rule.
Also, ignore the Issue Types: TEST TICKET
That’s my sandbox so it doesn’t happen anywhere else except with test tickets.
Help!
