Change ticket property based on status

[Kate]

Hi all, is it possible to change a ticket property based on when it's status changes - i.e.

A ticket is Active, when it changes to On-Hold - authorisation is revoked and a new task for authorisation is created again - I have tried this:

 

 

But this doesn't seem to work

[Kate]

Tried the following: Hold, onHold, on hold, on-hold - none of these work

[Steve Giller]

If your workflow is suspended at a "Wait for Status Change" node then it will respond to the change of status, however On Hold/Off Hold changes are not part of the Workflow, so this is unlikely to achieve what you're describing.

A Workflow is not part of a request and vice-versa. They can be (and frequently are) linked and can both affect and respond to what the other is doing, but they are two separate entities that operate independently and need to be treated as such.

[Kate]

Thanks Steve, so just to confirm there is no variable for the On Hold status in a workflow? I will have to do this externally from the workflow?

 

[Steve Giller]

A Get Request Details node will return the current status, and you can branch based on that status.

What you can't rely on, however, is performing a set action based on when the status changes, unless you are already at a Wait For Status Change node.

[Kate]

Would something like this theoretically work? 

[Steve Giller]

No, because you're referring to a Get Request Information node which, as far as the workflow snippet shows, is before the status changed.

You need to branch on the Wait for Status Change->Request Status output parameter.

[Kate]

Thank you very much Steve - sorry if you're repeating yourself but just to confirm the above is there a specific variable I can use to check if the ticket is on-hold or is this just based on any status change? i.e. am I able to use the statuses Open/On-Hold or am I not able to access it that specifically?

It's totally fine for it to just check for any status change as well just to get this process working

[Peter Clough]

One of the outputs for your wait for status change node should be Request Status. The default flowcode for it is &[global["flowcoderefs"]["suspendStatus"]["newStatus"]]. You'd be able to base your decision off of that.

The get information node only looks at the information as it was at the time that node was reached, it doesn't live-update for future changes.

[Kate]

Hi Peter, thank you - I am a bit lost sorry, is there something I can read to have a look into this kind of thing? When it says Status - On Hold, the authorisation should clear

 

 

[Steve Giller]

The Wait for Status Change node outputs the new status, there is no requirement for an additional Get Request Details node there.

The value you are comparing against will be: status.onHold

[Kate]

Thank you very much Steve - I will give this a go

 

[Kate]

That worked perfectly, thank you so much for your help and patience Steve! You are a godsend

[Kate]

42 minutes ago, Steve Giller said:

The Wait for Status Change node outputs the new status, there is no requirement for an additional Get Request Details node there.

The value you are comparing against will be: status.onHold

Sorry Steve, would I be able to loop this behaviour? It seems like because it's done it once, it's ignoring it on the loop around

 

The behaviour of the ticket is:

1. Users approve change

2. Ticket awaits status change for either On-Hold or in progress

 > If On hold clear authorisation and ask for authorisation again

> If in progress continue with workflow

 

Right now it clears the authorisation and loops back around once, but the next loop it doesn't suspend and goes straight to continuing the workflow

[Kate]

Sorry please ignore the above, I managed to get it to wait for a status change again but I think I have the wrong syntax for the Open status as it's not moving through the workflow when I change it to In Progress, also is it possible to compare against sub-statuses?

[Peter Clough]

If it's getting stuck on the decision itself, it's probably because there's no No Match option on it.

Otherwise it's probably not looking for the right From Status option. Suspend for Status Change asks you to set what status you expect it to change from. If it's not set to that status to change out of, it won't trigger.