Hello Everyone,
I want to have a workflow automation which should be used to do the following:
How we set it up :
On a Incident, we have WF Automator which will create a 2 Tasks when a new incident is created.
We have to rule that we will be able to close the incident if and only when we complete the tasks.
Tasks being: Root Cause Analysis and Resolution Steps
Problem :
Now, sometimes our end-users are creating SR’s as Incidents, then an agent will change it from Incident to Request, these Tasks doesn’t make any sense.
So while closing SR, we are marking the tasks completed.
Action :
Looking for a way to automate this, like when an agent changes the type of ticket from Incident to SR, the Tasks should be auto completed/deleted.
I’m looking for if there is a way, we can do like old.ticket_type =”Incident” and new.ticket_type=”SR” then mark the “task” = “closed”
