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good day

I need to create an automation rule; When the customer creates a ticket, a first response is generated.

You can give me the step by step of how the rule would be created

thanks: D

1 answer

1 accepted

3 votes
Answer accepted
Pramodh M Community Leader Jan 05, 2022

Hi @Juan Carlos Cardenas Padilla 

Please find the below details

Trigger - When an Issue is Created

Action - Send an Email, select Reporter, and add the subject line, description in body

Save the Automation rule

Auto 1.png

Thanks,
Pramodh

Hello, thanks for answering

Can you help me with something, additionally I need that when that first response is sent, I change the status of waiting for suppot to in progress, how can it be done?Captura de pantalla 2022-01-05 125210.jpg

Pramodh M Community Leader Jan 05, 2022

@Juan Carlos Cardenas Padilla 

Add another Action "Transition Issue" to change the status of Issue

Transition.pngThanks,
Pramodh 

 

Ready I tried it and it worked for me thanks for your help.

1.jpg

Now when the state changes, which in my case is "in progress", I need the cloclyfy to be activated to measure the times and to be automatically suspended when a state is changed.

Is it possible to do this?

 

2.jpg

Can this string be followed in the one created for automatic response?

And if it can be done, how can you tell me?

Pramodh M Community Leader Jan 05, 2022

Hi @Juan Carlos Cardenas Padilla 

Add another Automation with

Trigger - Issue transitioned to "In Progress"

Action - "Edit Issue" and see if the Clockify option is available to edit the values

Note: You need to add a condition if you need to check the values

Thanks,
Pramodh

Can you show me the trigger and action icons?

Pramodh M Community Leader Jan 05, 2022

@Juan Carlos Cardenas Padilla 

Please find the below screenshot

Type Clockify to appear the field, set a value to start and save the automation rule

Similarly to stop use another rule

Edit.png

Thanks,
Pramodh

I search but I do not get any field related to clockify

Can you tell me what the condition would be and how would that condition be written for the automation to work for me?

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