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.
Hi Eban,
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 |
Darnit! So close, and yet not quite. I'll start digging into the API's, maybe they've published something I can hook into. Thanks Bhushan!
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