I'd like to be able to set a scheduled date/time on pending tickets (or create a new category that functions the same way) so we could stop the SLA clock on a ticket, but have it automatically resume at a set date/time, for tickets that are on hold due to events like travel, flights or other scheduled events. That way they'd resume automatically and the client could be notified of the scheduling.
Closed for Voting
Ability to schedule "Pending" tickets
+1Reminders don't work for our purposes. Unless I'm mistaken, to-dos and reminders are tied to an individual agent. If I set a reminder on a ticket, only I get it, and we need anyone in the group to pick up a ticket on its due date.
What a stupid nightmare.
Why allow us to add a calendar field when the conditions don't exist to interact with it?
Ticket fields = added ReOpen Date can be done easily
But when supervisor rule is attempted, the only conditional choice for a date field =
- IS
- IS NOT
- GREATER THAN
- LESS THAN
with a specific date.
What is the point in that?
Any Supervisor rule set to an exact date would only be able to be used on 1 day. What fool would need a rule created for only 1 day?
This needs the ability for calendar fields to be triggered (conditional) on that specific date or plus/minus x days/hours.
Even if hours since the scheduled date field worked it would be a reasonable workaround.
So freshdesk has a calendar field with no conditinal logic at all for calendar dates that work properly....
Clinton, if they could figure out how to get the system to recognize "Today", I think that would be a HUGE improvement and an easy way to work this out! Then the rule could be "Date Field = TODAY". Freshdesk Dev team, how can we get this implemented? This would have a big ripple effect on the functionality of the calendar fields!
Wow freshdesk can't even do math.
Another alternative would be to create a custom ticket field called "ReOpen in x Hours" = set to "70"
Then create 2 supervisor rules
Rule 1 =
If 'Status' is "Schedule to ReOpen" and 'ReOpen in x Hours' is Not 0 then Set 'ReOpen in x Hours' to 70-1 (since Supervisor is run hourly).
Rule 2 =
If 'Status' is "Schedule to ReOpen" and 'ReOpen in x Hours' is 0 then Set 'Status' to Open
But alas there is no math functionality to decrement this field, only set to specific value.
The lack of this feature is very annoying.
I solved it by writing a script that reopens the tickets automatically. It checks for a note with a date in this format dd/mm/yyyy.
https://github.com/mnecci/freshservice/blob/master/reopen_pendig_tickets.ps1
Any news about this issue? This would be a really really good feature!
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