+7Hello All,
when a user responds to a resolved ticket within 48 hours the ticket is re-opend. Logical.
But when a ticket is CLOSED after the 48 hours it should not be re-opend. Then it is a new ticket. In that way I can determine repetative incidents.
How do I create an a Workflow automation that creates a NEW ticket insetad of re-opening?
I tried several options but it does not work as expected.
Best answer by Daniel Söderlund
Hello Daniel,
thank you for the reply.
I will try to generate this ‘rule’.
Update:
There are so many fields to enter. I am a noob to this.
So did not work. :-)
Eric
Going to see if I can make some screenshots.
Try this
{
"description": "{{ticket.latest_public_comment}}",
"subject": "{{ticket.description}}",
"email": "{{ticket.from_email}}",
"priority": 1,
"status": 2
}
+14Hello,
We normally just let the requester know it’s closed and they have to send in a new e-mail with new subject.
What you could do is to use https://api.freshservice.com/v2/#create_ticket to create a new ticket with the {{ticket.latest_public_comment}} as body.
Ticket update, condition status = closed, (YES) web request node using the API
(NO) new condition status = resolved (YES) Reopen ticket.
//Daniel
+7Hello Daniel,
thank you for the reply.
I will try to generate this ‘rule’.
Update:
There are so many fields to enter. I am a noob to this.
So did not work. :-)
Eric
+14Hello Daniel,
thank you for the reply.
I will try to generate this ‘rule’.
Update:
There are so many fields to enter. I am a noob to this.
So did not work. :-)
Eric
Going to see if I can make some screenshots.
Try this
{
"description": "{{ticket.latest_public_comment}}",
"subject": "{{ticket.description}}",
"email": "{{ticket.from_email}}",
"priority": 1,
"status": 2
}
+14I changed the event to this as incoming e-mail is a public note.
+12Hi Eric.
Important tip:
The default Workflow for Reopen (which has the action to Open) triggers for both status, Resolved and Closed, so, the first step is to split this workflow and have it only work for Resolved, and in the new one, where the condition be Closed, then have the actions you need.
Regards,
+7Dear all,
thank you very much for your help. It works!
Sincerley,
Eric
+14Dear all,
thank you very much for your help. It works!
Sincerley,
Eric
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