Automatic response automation

Question

Good morning

Could you explain to me how I create an automation rule so that when someone assigns a ticket, the automatic response arrives and the status changes to pending without being asked for the first response?

Thanks

Mark Segall · Answer

If I'm understanding correctly, you should only need to add an additional action for comment or email based upon your preference/need.

Juan Carlos Cardenas Padilla · Answer

At the moment I have the automatic responses by notifications.
Create a rule that says that when a user creates a request or incident, it goes from created to pending, but what I need is to add the first response to that rule.

Mark Segall · Answer

Hi @Juan Carlos Cardenas Padilla

You could do something like this:

* TRIGGER - Issue Assigned
* CONDITION - Issue status = whatever status(es) that are allowed to transition to Pending (e.g. To Do, New, etc.)
* ACTION - Transition Issue
* ACTION (Notification) - Note - if you have a notification scheme/customer notifications set up, the assignee and customer should receive system-generated notifications automatically. However if you want to do something more custom you could do either of the following actions (Note - I would ensure the notification scheme/customer notifications are turned off first to avoid spamming)* Comment
* Send Email