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Can't submit Tickets as pending when replying
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已于 2021年1月21日 发布
So we noticed that when we have a new or open ticket and we write a public reply to the user we can't save the ticket as pending. I mean we can, but it doesn't save, it just stays open and we have to go into the ticket again and submit it as pending again.
Is this intended or a bug? Would be really odd if it was intended because that's pretty much our workflow everytime. Submit a reply to the user asking for more info and then set the ticket to pending.
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Brett Bowser
Hey Daniel,
It sounds like you may have a trigger set up under Admin > Business Rules > Triggers that is setting the status back to open. You can check for this by looking at the events of the ticket as mentioned here: Viewing all events of a ticket
I hope this points you in the right direction!
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Daniel Niemeier
You're absolutely right, we did. I added another condition and that fixed it. Thanks!
Once again, stellar support from you guys. You rock :)
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Brett Bowser
Happy to help Daniel :)
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