ML Work Orders/Helpdesk Ideas Portal
Have the ability to create automations that would act as transisions. having the ability to create Transition IF THEN statements for any field would help automate tasks. Example: being able to create a transition that says IF statys is ON HOLD (Waiting on Reply) for 3 days, send a reminder email, after 7 days of no reponse close the ticket. Or IF ON HOLD( Waiting on Reply) response is added change status to open.
follow up question for your @Guest -when you mentioned "Or IF ON HOLD( Waiting on Reply) response is added change status to open."
would you be looking for re-opening the work order if theres a response from anybody.. meaning if a response is from the requestor, agents, or any additionally notified users? - OR are you referring to only re-open a work order if the response is from the requestor?
Thank you!
Thanks for the idea submission @Guest . Based on how Im reading your description it almost sounds like taking what we have now and combining it to make one centralized rule automation page (and of course adding to it):
auto assignments
auto-notifications
auto status reminders
closing requests due to inactivity at the request type level
Right now what we can do is:
When a work order is ON HOLD for 3 days, send out a reminder email (this doesn't take into account any specific ON HOLD (reason) status, just if it's generically "ON HOLD," if that makes sense. (this doesnt take into account request types at all)
We also have a request type setting for "auto close request due to inactivity", which you could set for 7 days.
Even with that being said, were still missing the following with existing functionality:
The auto status reminders doesnt take into account specific ON HOLD reason statuses and work orders wont re-open automatically if notes are applied to it