Use "Status name to show customer" in automations

Question

Similar to customer notifications, we have automations where we don't want action taken if the issue is transitioning from a status to another status that have the same "Status name to show customer" set on that request type.

Example, we have status Awaiting Primary Approval, Awaiting Secondary Approval, Awaiting Tertiary Approval.   All 3 have the name "Waiting for Approval" listed under "Status name to show customer" on that request type.    So in an automation, is there a way to tell if the transitions pre/post statuses are the same customer visible status?

Rudy Holtkamp · Answer

Hi @Julie Beltz ,

Extremely late to the party, but I just stumbled on this question, because I needed it myself. After a bit of research I came up with this smart value that you can use.

Just posting it, because somebody might need it at some point.

Cheers,

Rudy

Julie Beltz · Answer

Not sure I'm following.   Example we want an email to go out at every status change unless the status  is moving from from one of the approval statuses to another approval status.   Automation could be keyed off of moving to status Awaiting Primary Approval, Awaiting Secondary Approval, Awaiting Tertiary Approval. But how would we say if the previous status was one in that list (Customer named Waiting for Approval) not to send an email?

Basically to users they should just know ticket in Approval process, not be notified as each step within that process.

Was hoping we could get a handle on the Customer status name attribute to see if the from status is same as to status.

Josh Costella · Answer

Hi @Julie Beltz

You can condition your automations based on the issue type workflow statuses and you can choose more than one at a time. So, the three statuses that fall under the same customer facing status can be selected at once, if needed.

As long as the current status of the ticket is one of the statuses you mentioned, that customer visible status will not change.