Schedule Ticketing Opening

Hi, 

under supervisor rules there is an “hours since pending” rule you should be able to utilise to get what you need here.. 

Hi, 

 

under supervisor rules there is an “hours since pending” rule you should be able to utilise to get what you need here.. 

 

 

Do all users have access to this?  Or, this would need to be set up by the admin for FreshService?  Thanks!

The admin in freshserivce would need to configure this as an automation in the supervisor rules. 

depending on your rule you could do it for everyone request logged or put further rules in place, (i.e. only for ones assigned to this agent group.)

Ah okay.  I was thinking more in terms of the users being able to set their own tickets to re-open on a certain date / time.  Sometimes, we’ll schedule a date in the future to work in a particular ticket with that user.  Rather than leaving the ticket as open, we’ll place it in “on hold” or “pending” status.

It’d be nice to be able to have that ticket re-open automatically on the date of the schedule meeting with the user instead of having to manually change the status back to open.

maybe if you added a meeting date as a field in tickets. then utilise that date as = todays date and hours passed since pending =1 when both are true then change status..  either way you should be able to work with that rule somewhere….

Oh, that might work.  Thank you for the tip!  I’ll play around with it a bit more and hopefully we can come up with something.  Thank you again!

My solution is this: ( works only day bases )

Custom status “On Hold” 
Custom date field ( mandatory with business rules when status = On Hold)

Scheduled workflow automation:
Run ever day at 0800

Condition: on the date field is 0 days away && status “On Hold”. 

Action: Open ticket. 

There are some that managed to get to work on hour based as well.