I have created a stale ticket rule applying it to in-progress tickets. I assumed that it would be applied to all tickets under the in-progress status. However, I ran across a post that stated that it would be applied to any New tickets that had the corresponding status. Would it be a feature request to have newly created rules applied to the work status of all in-progress tickets?
Solved
Stale rules applied to in-progress tickets
Best answer by JMcMillan_iiQ
If you want those previous tickets to be applied that “Waiting on Agent Update” status, you can filter on “All Tickets”. Filter Status: “In Progress” and Submitted” then Filter Days Stale >= 14.
That should then pull all tickets that meet the criteria currently. Then you can click the checkbox at the top to select all those tickets and bulk assign the “Waiting on Agent Update” status to all the stale tickets.
Then, the rule you create should take care of the future tickets that meet the criteria.
Let me know if that option works
+13hi
Just to clarify, you are wanting a rule to fire for all tickets that are currently in the in-progress status?
Melissa Hopson- Senior Implementation Specialist
Hey
If you want it applied only to the tickets that are in-progress right now and not future tickets that go to the in-progress status you could add a “Created Date” filter on that rule and apply it to all tickets that are in-progress before a certain date.
This will not apply to new tickets that are created and have the in-progress status.
Let me know if that’s what you’re looking for, happy to help further if needed.
Hi,
Thank you for the replies. My goal is to have the rule apply to new and existing “in progress” tickets. The exception would be deleted or resolved tickets.
Scenario: I create a new rule for tickets in the “Submitted” or “In-Progress” stages that will change the status to “Waiting on Agent Update” when the ticket has no updates for 14 day’s and is now in the “Stale” state.
Even though the rule is new, I would want it to apply to tickets currently in the “Stale” state whether newly created or ones that currently match the “Stale” status when also in the “Submitted” or “In-Progress” work stages.
If you want those previous tickets to be applied that “Waiting on Agent Update” status, you can filter on “All Tickets”. Filter Status: “In Progress” and Submitted” then Filter Days Stale >= 14.
That should then pull all tickets that meet the criteria currently. Then you can click the checkbox at the top to select all those tickets and bulk assign the “Waiting on Agent Update” status to all the stale tickets.
Then, the rule you create should take care of the future tickets that meet the criteria.
Let me know if that option works
Hi JMcMillan,
Yes. That is the work around that I had come across and pointed out to our IT Director. He is attempting to keep track of the tickets on a rolling basis that are “Stale” and has created a view corresponding to the “Stale” definition. For tracking purposes, he will filter for tickets created before the date the Rule was applied. He wants to send weekly reminders to the assigned agents for those stale tickets urging an update on ticket status. This may be a feature that other department managers would like to see in the future for handling legacy tickets not handled by the new Rule.
Kindest regards,
Bryan Loveday
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
