Thanks @Liam Green
If I understand, "open" corresponds to all the state of the workflow before the state complete?
For example if my workflow consists of the states "estimate", "preparation", "site" and "complete", I must write 3 lines replacing "open" by "estimate", "preparation" and "site"?
status in (estimate, "Waiting for support") AND resolution = Unresolved AND assignee = currentUser()
status in (preparation, "Waiting for support") AND resolution = Unresolved AND assignee = currentUser()
status in (site, "Waiting for support") AND resolution = Unresolved AND assignee = currentUser()
Not quite, you can only have one query per queue.
Before we flesh it out properly, when you reply to a request does it change to a different status? For example, if I have a ticket that is currently "waiting for support", when I reply the ticket changes to "waiting for customer"
As far as I'm aware, there isn't an "unread comment" feature in the ticket itself, just notifications.
If you look at my screenshot below, you will see how my workflow goes:
So when a ticket comes in it is Awaiting Triage. After this, it goes to Waiting for Support. If we ask a question of a user it goes to Waiting for Customer. When they reply it automatically bounces back to Waiting for Support, then once the ticket is complete it goes to Resolved
How do you mean associate a field? Can you talk me through what you're trying to achieve?
If you added a 'waiting for customer' status, you can either change the status manually, like you would for resolving a ticket, or you can put in automation that detects whether a comment was made by the reporter or not and switches status accordingly
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