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Automatic status change based on analyst/end user reply

Dakota_GreenDakota_Green Member Advanced IT Monkey ✭✭✭

In a previous (non-ITSM mind you) solution I used, when an analyst added a comment or replied to a work item, the work item automatically changed from Active to Pending. On the flip side, when the item was updated by the end user, the work item would change from Pending to Active. Or, if the item was Resolved or Closed, it would change the item back from that status over to Active. I could perhaps see some issue for customers that use a Data Warehouse to house previously closed incidents, but could still be a useful feature nonetheless.

Would love to have something similar built as a potential feature in the Portal or even as an SCSM app!
16 votes

Submitted · Last Updated


  • Options
    Mandy_WelsbyMandy_Welsby Member IT Monkey ✭

    I have tried various options but never seem to get it to work. Would love for someone to come up with the solution

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