/build/static/layout/Breadcrumb_cap_w.png

Prevent a Ticket to Close with certain Categories

We have 2 default Categories ("Service Desk" and "New Email Ticket") that differentiate between email and manually created Tickets and they notify support staff. These Categories are not appropriate for metrics of Closed Tickets and we do not want a ticket to be Closed under these Categories. I think I need a Ticket Rule that prevents a ticket with Status = Closed to be saved if either of these Category values are set. Would be nice to notify the user trying to close the ticket on screen as well, like Required fields do. Has anybody done something like this? Suggestions?

TIA

0 Comments   [ + ] Show comments

Answers (3)

Posted by: GillySpy 12 years ago
7th Degree Black Belt
3
It sounds like the wizard can do this.
  1. step 1: status=closed and category = service desk
  2. step 2: status=opened
  3. step 3 (detail editor): add an email to the owner; change frequency to "on ticket save"
  4. repeat for category=new email ticket
Posted by: Transam 12 years ago
Orange Belt
0
I thought about creating a 'special' status called "Dummy, you must update Category" or something to that effect and changing the Status to that :)
You don't recommend combining the 2 Categories with an "or"?
Also, this will not run against all the old tickets with this condition and change them, will it?

As always, thanks!
Posted by: GillySpy 12 years ago
7th Degree Black Belt
0
If you used
Status=Closed
AND category=blah
OR category =ahem

Then you have a logic problem since it will be true if category is ahem regardless of what status is. To combine it in one rule you could use a regex:
  1. step 1: status=closed AND category matches regex (service desk|new email ticket)
  2. step 2: status=opened
  3. step 3 (detail editor): add an email to the owner; change frequency to "on ticket save"
If you use "on ticket save" as the frequency then it will only run against tickets that have this condition going forward and are saved. If you want to run on old tickets then you could run it on a different schedule.
Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.
 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ