Set ticket to open when a light agent post an internal note

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5 Comentarios

  • Anil Kumar (Community Member)
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    Hello David,

    This is tricky to achieve but by using Triggers (Admin >> Business Rules >> Triggers), you can change the status of a ticket from Pending to Open.

    As by default, there is no way to detect author of a comment in triggers i.e we could not get whether the comment is created by a Light Agent or a Full Agent.

    You can create a macro for the light agent but I'm not sure if macros are accessible to Light Agents or not?

    Please try and let me know if it helps.

     

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  • Rona Yang
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    Does anyone have a better solution on how to create a trigger for this - currently tickets are getting "lost" because light agents are answering support and the status is staying to pending rather changing to open. 

     

    I've even tried to use Current User Is NOT + name of the specific agent and added all of my regular agents - thinking that then if a light agent responded it would change the status to open, but that didn't work.  

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  • Brett - Community Manager
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    Hi Rona,

    Could you try setting up your trigger similar to the following?

    This may be a little bit easier to manage than adding a bunch of agent conditions to the trigger.

    Let me know if the above doesn't work!

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  • Michael
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    Wondering if anyone has looked into this any further?  This sorta works, however, if you make an internal comment (and you are not the assignee), then submit as anything other than open, it reverts back to open.  You need to submit again without adding an internal comment (trigger fails on Comment is).  It's something we've learned to work around, just curious if there were any other ideas out there.

     

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  • Pedro Rodrigues
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    Hi Michael I'm guessing you'd need to add a condition such as "Status not changed from Pending" to prevent reopen if status is Pending. If that doesn't work, could you please share the conditions for that trigger?

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