Hi all,
We have JSM running in the cloud and all is working fine. We have one challenge that we need a bit of help. There are 2 ways to create tickets:
1. using the portal
2. by E-mail.
Our challenge is that if an issue is created using an E-mail we have to change the request type to get the proper classification of the issue (including the correct SLA for that request type). What good to know is that we have multiple JSM projects.
My goal: To prevent issues that have the request type "Emailed request" to be closed.
I already tried to add a condition in the workflow:
The field Request Type will have to be not equal to value 'Emailed request'. Compared as String.
But this condition is not working sadly.
Is there any smart thing that we can do?
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