Sometimes a ticket which is in a "Pending" state will need to be re-opened at a specific time. For example, if a user leaves on vacation, we may want to put their tickets in "Pending" until they return. Another example would be a user provisioning or de-provisioning where we cannot complete some tasks until a waiting period is complete.
It would be useful if tickets in a "Pending" state had a "Due Date" field just like "Open" tickets. Once a "Pending" ticket passed this date/time, an Automation rule would be triggered. (Users could then set up automation rules to re-open the ticket, automatically follow-up for more information, or whatever they need.)
As a side note, I know you can currently set Automation rules to trigger after a ticket has been in a certain state for a certain time, but many tickets require custom times on them which a catchall rule cannot provide for.
Eric Kincl
Sometimes a ticket which is in a "Pending" state will need to be re-opened at a specific time. For example, if a user leaves on vacation, we may want to put their tickets in "Pending" until they return. Another example would be a user provisioning or de-provisioning where we cannot complete some tasks until a waiting period is complete.
It would be useful if tickets in a "Pending" state had a "Due Date" field just like "Open" tickets. Once a "Pending" ticket passed this date/time, an Automation rule would be triggered. (Users could then set up automation rules to re-open the ticket, automatically follow-up for more information, or whatever they need.)
As a side note, I know you can currently set Automation rules to trigger after a ticket has been in a certain state for a certain time, but many tickets require custom times on them which a catchall rule cannot provide for.
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