Is there an option to unstart a ticket? We have certain tickets that are often put into our system incorrectly. I set up a shortcut that allows my techs to change the issue, assign the ticket and add a comment regarding the proper way to enter it in the future. To do this, the techs have to ‘start’ the ticket. This means that when the next person comes to actually start the ticket, it won’t auto assign to them. I would like to have a shortcut action that would uncheck that flag.
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Solved
Unstart a ticket
Best answer by AMeyer Greendale Schools
If you add the action Set status and choose Submitted, does that work? I feel like it should, but I might be missing something in your workflow.
If you add the action Set status and choose Submitted, does that work? I feel like it should, but I might be missing something in your workflow.
Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
YES! This does exactly what I needed. Thank you.
!--a=1-->Cool! If you can, keep an eye on the tickets to make sure rules are still firing as you expect them to. Hopefully you don’t have to make many more tweaks :)
+15
+11You could also create a custom view of these tickets if you wanted to keep an eye on them or see how many are being put back into a state of ‘Submitted’. It would look something like this:
If you wanted to include a time factor you could add an a rolling time filter of ‘this week’, ‘this month’ or ‘this year’, etc.
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