I’d like to set up an automation to change the status of a ticket or SR when it is submitted.
Is there a way to look at the custom fields in the ticket or specific text to trigger a status change?
For example, There is a dropdown selection in ALL of our Service Requests that reads ‘Is an ITSM ticket required?’ with choices of ‘Yes’ and ‘No’. If the automation sees specific text (in this case ‘Is an ITSM ticket required?: Yes’) then the workflow is triggered.