I would like to be able to restrict tickets from being closed before the due date, specifically with Offboarding tickets. I am capturing the employee’s end of tenure and using that to set the due date for the Offboarding ticket that gets generated. When the ticket is closed it will begin an automation to remove the user’s account from our environment, and I want to make sure this cannot happen before the employee actually leaves. Thanks!
Question
How would I restrict Agents from closing tickets before the due date?
+8- Top Contributor ⭐
Never mind, I think I figured this out. It takes another Condition node somewhere before the automation to make sure the due date is today (or in the past). The problem with that is it breaks the workflow with no option to come back and try again when the due date has passed. I’m going to keep investigating.
+9- Top Contributor ⭐
Assuming your offboarding workflow is second. Add a 60 second timer to the start of the off boarding flow and then a condition check to check it’s still closed, before proceeding.
Then add another workflow, to trigger Ticket Status = Closed, (or whatever your trigger is), then condition block, due date is equal to or less than today, If yes, do nothing --- the 60 second time will run out and the new workflow will trigger.
If no, then move the ticket back to open, then when the 60 second timer finished it will still be closed and proceed.
You may need seamless workflow enabling for it to work fully, speak to your TDM about getting that enabled in your environment ahead of GA.
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+8- Top Contributor ⭐
Assuming your offboarding workflow is second. Add a 60 second timer to the start of the off boarding flow and then a condition check to check it’s still closed, before proceeding.
Then add another workflow, to trigger Ticket Status = Closed, (or whatever your trigger is), then condition block, due date is equal to or less than today, If yes, do nothing --- the 60 second time will run out and the new workflow will trigger.
If no, then move the ticket back to open, then when the 60 second timer finished it will still be closed and proceed.
You may need seamless workflow enabling for it to work fully, speak to your TDM about getting that enabled in your environment ahead of GA.
Thanks for the tip. I’ll give it a shot and let you know how it goes.
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