Like the title says; I'd like to have the automation engine handle the cases where:
WHEN: Issue enters status THEN: Create new issue
WHEN: Linked issue is resolved THEN: Email user that their problem has been fixed.
Yes and No.
Yes you can have IF statements to check the condition if issue enters a particular status.
But no you cannot create a new issue based on the condition. You can notify other users and below are the different options.
What automation does
Rule template used
Alert a member of your team when a customer submits an urgent request
|Be aware of urgent issues|
|Alert your team lead when a serious issue is about to breach one of your SLAs||Keep on top of SLAs|
|Let your customers know when to expect a response from your team based on the priority of their ticket||Set customer expectations|
|When a customer comments on a ticket, transition it to "Waiting on Support"; when your team comments, transition the ticket to "Waiting on Customer"||Transition on comment|
|When a customer comments on a closed ticket, re-open it so your team can followup with more information||Re-open on customer comment|
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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