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Status Change for System in Observer

Related products:Freshdesk
  • September 29, 2017
  • 1 reply
  • 11 views
D
Contributor

Hi,


We need more options in the Observer Rule when using System, so a Status Change from x to y would allow me to stop the Requester Notification Emails for Comment Added, Resolved and Closed (As I have) but also as I have a Supervisor Rule chasing the customer when the status is "Awaiting Customer" and not replied to for 24 hours I set the Status to Resolved and currently send an email but for the same reason I have Observer Rules in place of Requester Notification Emails I only want to do this for emails excluding ones listed which today I cant but I want to change this Supervisor rule to only change the status (Not send the email) then I would like to use the Observer Rule to send the email to all except those listed.


Thanks


Dan

1 reply

aravind.sundararajan
Skilled Expert
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Hello Dan,

Thanks for writing this on our forums. I'm sorry to say that I'm not able to understand the context behind the requirement and I'm answering this based on some of my assumption. Kindly excuse me for that.

Current Setup :

All automated notifications turned off
Supervisor rule triggers a reminder email to the user after 24 hours
The ticket status is set to resolved manually
Observer rule sends an email when the ticket is resolved

Requirement :

Supervisor to change the status to Resolved and not trigger the resolved email
Observer to continue working for tickets where the agent manually resolve or close the ticket


Proposed workflow :


Add a condition to the supervisor rule to set the status of the ticket as "Resolved" 

Continue using Observer rule to send resolved notification for tickets that are resolved manually by the agents


The idea behind this is that the observer rules work only when there is a manual activity performed by the agent.


Cheers!



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