Automatically On hold/Off hold

[Logan Graham]

Hi All,

Hoping you can help, I am trying to set it so when a ticket is automatically raised as a linked request it will put this ticket on hold, then once this linked ticket is resolved, it will automatically set the first ticket to open. I have got the raising ticket thing sorted but it goes on hold then instantly comes off hold and doesn't wait for the linked ticket to be updated.

I have tried various wait for's but it doesn't seem to suspend the ticket. 

Any ideas would be good. If you need examples of the nodes I am using let me know.

Thanks,

Logan G

[James Ainsworth]

Hi Logan,

Have you tried the suspend and wait for linked request update?

Documentation can be found here.

Suspend nodes can come off being suspended if the information is already available.  For example if you have a suspend and wait for owner, but if there is already an owner it would come immediately off of suspend.  

[Logan Graham]

Hi @James Ainsworth thanks for your reply, If I try using the wait for linked update I get the attached error?

Thanks,

Logan G

[James Ainsworth]

Hi Logan,

The Contains option is mandatory.  You need to set this to Manual and then provide some text that you expect to see in the linked request.

[Logan Graham]

Hi @James Ainsworth This works if I do a update to this affect but does not work if I resolve the ticket, what I would like to do is when the link ticket is resolved it will take the first ticket off hold.

Any idea how I might do this? I have tried putting "resolved" into that box but this does not work. I think what I need is something like "wait for linked ticket to be resolved"? 

Thanks,

Logan G

[Victor]

@Logan Graham how about this:

• request B is raised as linked request to request A and request A is put on hold
• request B is resolved and the workflow is configured send an update to the linked request A once/after request B is resolved
• request A is on hold with the workflow in a suspend state waiting for an update which is received from request B
• request A is taken off hold by the workflow

It looks to me that what you need to implement an additional step to send an update to the linked request A after request B is resolved...

[Logan Graham]

hi @Victor

I actually already had this but what I found was it wouldn't wait for an update, im guess because technically would it being put on a hold be an update? if I have set up what you suggest it seems to go on hold for a moment then instantly reopens. 

 

[Victor]

21 minutes ago, Logan Graham said:

because technically would it being put on a hold be an update?

@Logan Graham no, is not considered an update...

Can you post the "Wait For" node config as well?

[Logan Graham]

@Victor As requested

 

[Victor]

@Logan Graham ok, nothing obviously incorrect... can I have a look at both business process configurations? For parent and linked request? If they have some confidential info (names, email addresses and the likes) you can PM those...

[Salma Sarwar]

Hi Victor,

 

We are trying to achieve the same as Logan where we have a child ticket that is being raised from a parent ticket.  We would like the parent ticket to go on-hold until the child ticket is resolved (that is if someone has not manually taken it off-hold and moved the ticket along)

Could you please provide an example of how we can achieve this.  Thank you.

 

Kind Regards,

 

Salma

 

 

[Victor]

@Salma Sarwar there is an example, provided above:

• request B is raised as linked request to request A and request A is put on hold
• request B is resolved and the workflow is configured send an update to the linked request A once/after request B is resolved
• request A is on hold with the workflow in a suspend state waiting for an update which is received from request B
• request A is taken off hold by the workflow

Implement this in your workflows and if any issues let us know  

[Salma Sarwar]

sorry Victor trying to figure out how this is going to work 

The BPM is as follows: all I want is the ticket to be on-hold until the child ticket is resolved.  If possible could you provide an example.  Thank you.

 

[Victor]

@Salma Sarwar 

1 hour ago, Salma Sarwar said:

We would like the parent ticket to go on-hold until the child ticket is resolved (that is if someone has not manually taken it off-hold and moved the ticket along)

The possibility of request being manual taken off hold will complicate things as the workflow needs to cater for this scenario as well. At this point I will have to refer this to an expert service with a product specialist as configuration can be very different. On top of my head one can make use of auto tasks to perform the off hold and other actions that would progress the workflow in a certain way or one can forego the solution/steps I suggested above and go for a "Wait For Request Off Hold" node (instead of "Wait For Update") and trigger the off hold from the child request: when the child request is resolved have an "Update Request Status" node that will update the parent request, effectively changing the status. I don't think this will actually resume the parent workflow so you also probably need to follow this with an "Update Request" on the parent request again to have the "Wait For Request Off Hold" resume. And this for the scenario when having one child request, if there are more this becomes more complicated. I would recommend scheduling a session with a product specialist to discuss and implement what you need to achieve in your workflow.

[Salma Sarwar]

Thanks Victor Samrai talked us through this and it worked like a treat.

 

Kind Regards,

 

Salma