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Topics started by WQOlivia

5 Topics

W
Contributor
WQOliviaContributor
asked in Automations

When a task is updated create service request

Hello, Does anyone have an idea on how I can potentially create a service request upon a task being marked as completed? Or, “lock” related child tickets until one is marked as complete?Use case: The main Service request placed is a bundle. In the bundle, the first “related ticket” is “Create One Page” which has a task. When the task is marked as complete, I would only then like the agent to be able to work on the next related ticket in the bundle. Is there a way to either create a new service request that could be then linked to the main request after task is marked as completed, OR is there a way to “lock”/restrict the other related child tickets until the first “Create One Page” related child ticket is completed?I’ll attach more precisely what I am referring to with the service request related child tickets in case it helps. 

4
afautley
Skilled Expert
1 year ago
W
Contributor
WQOliviaContributor
asked in Automations

How can I go back to the planning stage after a rejected approval in a change?

Hello! If a change is requested for approval, and then rejected, we cannot then request approval again or even close the ticket. I would like to set up the workflow to do this. I have tried doing something like this: But it only lets me set the status back to awaiting approval, it does not allow me to actually overwrite the rejection and send the approval to the same person.  How do I overwrite that rejection/cancel the rejection and either set to close or set to awaiting approval (and subsequently sending the approval request again)?

4
zachary.king
Skilled Expert
1 year ago
W
Contributor
WQOliviaContributor
asked in Automations

Task Conditional - When task closed

Hello! I wanted to figure out if there was a way in my ticket Automator to have a task that when it is marked as completed by the agent, it will then continue to the next step in the workflow. I am unsure how to reference the task’s status, and not just the overall service request’s status. Please let me know if you have any ideas!

4
PatrickMurphy
Skilled Expert
1 year ago
W
Contributor
WQOliviaContributor
asked in Ticket & Workflow Management

How to time service request completion?

I would like to be able to time how long it takes an agent to complete a service request. It would be extra helpful if I could manipulate this in a workflow. For example, when a group is changed on the service request, start the timer. When the service request is closed, of course end the timer.  Is there any functionality for this?

0
W
Contributor
1 year ago
W
Contributor
WQOliviaContributor
asked in Ticket & Workflow Management

Task Workflow Interact with Service Request/Ticket Workflow

Hello! I am stuck on how to create a workflow that will contain tasks with conditions and approvals that rely on a custom field in a service request. How I would like it to work ideally: Person A places a service request and inputs a name in a custom SR field that contains all users. In a ticket Automator, the request will go through and a specific task is created for the SR. When the task is marked as completed, the approval request is sent to the custom field user. After the approval, the next task is put into the SR and the approval resets to be sent to that same custom field user when the task is once again marked as complete. My issues so far:I am unable to reference the custom SR field in a task Automator. I need a task Automator in order to say “when the task is complete, send the approval mail” When the approver approves of the task, the approval does not reset for the next task, therefore my workflow sort of breaks because each task needs to have an approval in order to progre

0
W
Contributor
1 year ago

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