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First answer

Juan Carlos Cardenas Padilla

good day

I need to create an automation rule; When the customer creates a ticket, a first response is generated.

You can give me the step by step of how the rule would be created

thanks: D

Accepted answers

Pramodh M

Hi @Juan Carlos Cardenas Padilla

Please find the below details

Trigger - When an Issue is Created

Action - Send an Email, select Reporter, and add the subject line, description in body

Save the Automation rule

Auto 1.png

Thanks,
Pramodh

All comments

Pramodh M

Hi @Juan Carlos Cardenas Padilla

Please find the below details

Trigger - When an Issue is Created

Action - Send an Email, select Reporter, and add the subject line, description in body

Save the Automation rule

Auto 1.png

Thanks,
Pramodh

Juan Carlos Cardenas Padilla

Hello, thanks for answering

Can you help me with something, additionally I need that when that first response is sent, I change the status of waiting for suppot to in progress, how can it be done? Captura de pantalla 2022-01-05 125210.jpg

Pramodh M

@Juan Carlos Cardenas Padilla

Add another Action "Transition Issue" to change the status of Issue

Thanks,
Pramodh

Juan Carlos Cardenas Padilla

Ready I tried it and it worked for me thanks for your help.

Now when the state changes, which in my case is "in progress", I need the cloclyfy to be activated to measure the times and to be automatically suspended when a state is changed.

Is it possible to do this?

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