I've gotten a request from other Helpdesk admin in my company to find out if there's a way to flag or check-box a ticket to be reopened at a later for review/assessment.
This would only apply to chosen tickets and the date would need to be specified per ticket.
Is there any option or rules available to make this happen in current iteration?
Answer Summary:
Cancel
1 Comment   [ + ] Show Comment

Comments

  • Chuck, I'm unable to reply to your comment, getting the error "Unable to save comment", so I'm replying here.

    Thanks very much! Is it possible to use the wizard to create this rule? I have a custom date field and I've selected today's date, but when I test the rule, I'm not sure what term to use to reflect today's date. I've tried "today", "now", "current", and "curdate" to no avail.

    Thanks so much for the help.
    • The rules wizard will only get you part way there. You'll have the update the SQL to handle dates correctly. I normally put today in for the value and then find that line in the where clause, it should look something like this:
      CUSTOM_FIELD_VALUEx = "today"
      The proper format should be:
      DATE(CUSTOM_FIELD_VALUEx) = DATE(NOW())
      • With much help and a little trepidation creating an update rule to sql, we were successful. Thank you very much for your help.
Please log in to comment

Answer Chosen by the Author

0
There isn't anything like that built into the appliance, but it should be easy enough to add. You would need to create a custom field for the date and then a rule that finds any tickets where that custom field is today and changes the status. That rule would be scheduled to run daily. 


Answered 02/07/2018 by: chucksteel
Red Belt

Please log in to comment

Answers

Answer this question or Comment on this question for clarity