Ask if status needs to be changed after posting comment

[Jeroen Oostwouder]

Hi there,

I've created a very simple workflow for our servicedesk application.

A call is either "in progress", "waiting for customer", or "done".

I've added an automation to set the status to "waiting for customer" when a comment is added by a non-customer.

Is it possible to create a switch or dropdown, to choose whether or not the status needs to be changed, when adding a comment? Sometimes I want to add a comment, but the status doesn't need to be changed.

But people are going to forget to set a call to "waiting for customer" if it needs to be done manualy.

[Jack Brickey · Accepted solution]

What you want to do is to create a unique transition to “waiting for customer” rather than having comments automatically transition. Normally this is “Respond to Customer” which brings up a screen where agent can make the comment intended for customer. There are other options but the above is the best solution.

[Jeroen Oostwouder]

Logically it sounds like the best solution. But then people need to manualy set the status to "waiting for customer". We thought we had that tackled by automating this :)