First answer

[Juan Carlos Cardenas Padilla]

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

[Pramodh M · Accepted solution]

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

Thanks,
Pramodh

[Juan Carlos Cardenas Padilla]

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?

[Pramodh M]

@Juan Carlos Cardenas Padilla 

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

Thanks,
Pramodh 

[Juan Carlos Cardenas Padilla]

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

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?

[Juan Carlos Cardenas Padilla]

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]

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

[Juan Carlos Cardenas Padilla]

Can you show me the trigger and action icons?

[Pramodh M]

@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

Thanks,
Pramodh

[Juan Carlos Cardenas Padilla]

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?