Best Practices Question
Option to automatically reopen ticket on chosen date for review?
02/05/2018 700 views
I've gotten a request from other Helpdesk admin in my company to find out if there's a way to flag or check-box a ticket to be reopened at a later for review/assessment.
This would only apply to chosen tickets and the date would need to be specified per ticket.
Is there any option or rules available to make this happen in current iteration?
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There isn't anything like that built into the appliance, but it should be easy enough to add. You would need to create a custom field for the date and then a rule that finds any tickets where that custom field is today and changes the status. That rule would be scheduled to run daily.
Answered 02/07/2018 by: chucksteel