If I update a ticket and set the status to a status above Open, and the End-User replies to it, the status changes to Open. This is great because we hide Pending and above from our default view, and have rules to auto notify the Requester if the ticket status is Pending for more than 2 days. Then after 2 more days, the ticket is Solved via Automation.
The problem I'm running into is when the Requester is not an End-User (Agent, Advisor, etc). We have Agents in other groups, who also submit general IT tickets. If I ask a question and submit as Pending, then they reply, the ticket is staying in Pending. That's not good for us since we only show Open in our default view and sometimes they will reply but their ticket gets solved via automation.
Has anyone run into this or something similar? What is your opinions on how to handle rules for "Agent Requesters?"
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.