when I resolve ticket the resolution status is changed to FIX. When the client is requesting to reopen a ticket, the resolution staus still say FIXED hence it is not displaying in their queue. How to make the resolution status change to unresolved automatically when reopening a ticket. Can someone please suggest a solution.
Hi @Jai Vijay
You need to add a Post Function to the transition which moves it back to open. The post function is to Clear Field Value, then select Assignee as the field.
Online forums and learning are now in one easy-to-use experience.
By continuing, you accept the updated Community Terms of Use and acknowledge the Privacy Policy. Your public name, photo, and achievements may be publicly visible and available in search engines.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.