Hello, I'm trying to get the status to change from New to Open once a ticket is assigned to an agent. I have added the transition and status to the workflow, but not sure how to get the logic part to work. I tried both Automation plug in and Listener tool but neither one worked. Any suggestions would be greatly appreciated!
Typically what I would do in this situation is, instead of having the ticket automatically transition on setting the assignee, is to have a screen on the transition from New to Open that allows the assigner to set the assignee during the transition.
Is there any particular reason you're attempting to do it this way?
Give this doc a look:
On Step 3, make sure that you add the field Assignee to the list, (don't just leave it empty like the step says).
After you go through all the steps, when your users transition the ticket from New to Open, you'll be shown a screen where you can set the assignee and enter a comment, (if you wish).
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