Lee C Posted March 14 Share Posted March 14 Hi i am wondering if there is a way when in a ticket there is a button i can click that will auto resolve the ticket? so instead of having to manually email out, update ticket and set closure code etc can i automate this so clicking the button does it? This would be handy for repetitive tickets where the info going out to the end user is always the same I am thinking this is an auto task and when created it appears under custom buttons? im probably totally wrong Link to comment Share on other sites More sharing options...
SamS Posted March 14 Share Posted March 14 Hi @Lee C, That could work - but I would make sure that the relevant Custom Button(s) only shows at the appropriate time in the workflow (and that the AutoTask(s) has the appropriate content). Don't forget that you would want the workflow to complete successfully. Link to comment Share on other sites More sharing options...
Lee C Posted March 14 Author Share Posted March 14 22 minutes ago, SamS said: Hi @Lee C, That could work - but I would make sure that the relevant Custom Button(s) only shows at the appropriate time in the workflow (and that the AutoTask(s) has the appropriate content). Don't forget that you would want the workflow to cosfully. Thanks, interesting stuff. will see if it works Link to comment Share on other sites More sharing options...
Lee C Posted March 14 Author Share Posted March 14 @SamS Hi Sam, which option is it so the ticket auto goes into resolve status? also how do i make the button available on service requests? Is it this one to have the task auto resolve the ticket as part of the automation? Link to comment Share on other sites More sharing options...
Steve Giller Posted March 14 Share Posted March 14 Marking the Resolution Timer does not directly affect the status - the Timers are tracking your SLA progress, not controlling the Request Status. You will want to make use of the Update Status node to change the Request from Open to Resolved to Closed as required by your internal processes. Please review the documentation for Workflows and post back if you have specific queries as this topic is a little too complex to give a complete overview on the forums, alternatively if you feel that an education session with a Product Specialist would address all the questions you have please get in touch with Customer Success via the Success Portal. Link to comment Share on other sites More sharing options...
Lee C Posted March 14 Author Share Posted March 14 @SamS how can i get my autotask to show up when adding a custom button, i cant find it below in the autotask list and its published active Link to comment Share on other sites More sharing options...
Lee C Posted March 14 Author Share Posted March 14 @Steve Giller Thanks Steve ive finished the workflow just dont know how to get it to show up on the auto task list when adding a custom button as above its not in the list. Link to comment Share on other sites More sharing options...
Steve Giller Posted March 14 Share Posted March 14 12 minutes ago, Lee C said: i cant find it below in the autotask list This is probably due to the Auto Task not being created under the correct Entity - see the Auto Tasks page (the final section). Link to comment Share on other sites More sharing options...
Lee C Posted March 14 Author Share Posted March 14 Ah yes i left it on Global ! Link to comment Share on other sites More sharing options...
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