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What should happen

  1. Agent selects the ticket type
  2. Agent runs the scenario
    1. Scenario should set all relevant fields including the status to closed and save the ticket

 

What is happening

  1. Agent selects the ticket type
  2. Agent runs the scenario
    1. Scenario should set all relevant fields including the status to closed and save the ticket
  3. Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already

 

Current work around

  1. Agent selects the ticket type
  2. Agent hits update/save
  3. Agent runs the scenario
    1. Scenario should set all relevant fields including the status to closed and save the ticket
  4. This works

@bennosgiosis Setting the status to Closed from Scenario automations is always risky as this status update can trigger notifications update to customer as well. It is always recommended to populate Ticket fields via Scenario automations and let agents manually select the Status field for Closure.

For more clarity, can you also share your scenario automation configuration screenshot?

@bennosgiosis Since the scenario automation updates are made by the system, it wouldn’t account for the values selected by the agent on the ticket. As you’ve mentioned, the type value would be considered only if the agent hits on the ‘update’ button.

Though we cannot change this behavior, I would recommend adding the ‘Set type as’ as one of the actions in the scenario automation so it gets updated as soon as the agent executes the scenario. You might want to create multiple scenario automation to account for the different type values on the ticket.

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