Hello,
I have a question: How can I set up the status of a case to change automatically when I answer the customer and vice versa.
Background: I would like that the status of "Work in progress" to "Waiting for customer" will change automatically when I answered the user from the operation out (Service Desk)
I tried to configure it in the workflow, but there is no option for that.
I know that it is possible because it´s already working but only from other status from (e.g. "waiting for support" --> answer the customer --> "waiting for customer")
An eMail is sent (from a colleagues account) and the status changes.
Background: A colleague setup this "automation" and this colleague is not longer in our company. And now I´m wondering, how he setup this automation.
You can also answer in german, if possible :)
I think you can best have a look in Project Settings for your ITSM project, locate Automation on the left hand side and check Legacy automation.
See if you can find a rule like Comment updates reply status:
Since you say the automation was set up by a colleague some time ago, there's a good chance you'll find it here.
It is a no code approach to automation, so I think you should be able to build on it, once you see how it works.
Hi Walter,
first of all thank you for your answer.
I have already checked this option and didn't find a corresponding automation.
I think I expressed myself wrongly: I think that it is not about automation, but rather a workaround. The reason is that every time the status is automatically changed, an email is generated which is sent by the colleague. But I just don't find the rule for it.
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There's several ways to automate or trigger this, but I still think the most likely is in the automation somewhere. Some places you can check are:
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I found it. It was made in the "old" automation page. And there I can edit it :)
Thanks a lot for your help! Really awesome!
Best,
Christian
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Thx Christian! If you don't mind, could you accept the answer? That may help other users with similar questions find it easier!
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