How do you make the status change once issue is assigned?

Question

Hello, I'm trying to get the status to change from New to Open once a ticket is assigned to an agent. I have added the transition and status to the workflow, but not sure how to get the logic part to work. I tried both Automation plug in and Listener tool but neither one worked. Any suggestions would be greatly appreciated!

Tom_51r9dj · Answer

@CA [DiscoverEquip.com]

Hi, this suggestion is fine Buy how can i achieve this without having two buttons saying assign?

Tom

105349 · Answer

Hey Mai!

Give this doc a look:

How to Add a Comment During a Transition

On Step 3, make sure that you add the field Assignee to the list, (don't just leave it empty like the step says).

After you go through all the steps, when your users transition the ticket from New to Open, you'll be shown a screen where you can set the assignee and enter a comment, (if you wish).

Good luck!

Mai Tran · Answer

Hi, Cody! Thanks for the help. Are you able to provide steps by steps instructions on how you would go about this?

It's is just something the end users wanted.