force agents to update the status in a TMP customer service project

Question

hello,

i see you can add a field-modified-validator rule when using a CMP.

can you programm something similar when you're only a TMP admin?

I tried searching automations but there is not really an option for it. Also the rules in the workflow dont offer the option i want.

The thing is when an Agent updates an issue, they dont always update the status, which results in wrong statusses and screwing up my workflow automations.

Any possibilities to trigger some kind of popup when an issue is edit?

Koen Bruggeman · Answer

hey Jack,

That is my point exactly. Most automations start when a transition is triggered. But it is not always triggered by employees..

That is why a popup would be interesting when a status isnt updated after any update in that isuse, by an agent.

I dont find a way to remind employees that the status needs to be correct at all times. Even after they enter an internal note/comment/make any other update in that issue.

Jack Brickey · Answer

First, no there isn't the same capability in TMP. You do have the ability to add rules to transitions via the workflow editor but the options are limited. My question is, what updates are the agents doing where a transition is required? While you might  be able to automate the transition, to me that is generally the wrong thing to do. I believe transitions should be done manually and it is a process training issue to make that happen. Automating a transition could lead to an undesirable transition.