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ML Work Orders/Helpdesk Ideas Portal
Status Shipped
Categories Automation
Created by Erik Shinton
Created on Dec 16, 2024
Merged idea
This idea has been merged into another idea. To comment or vote on this idea, please visit MLW-I-76 Auto re-open a ticket when a user adds notes after it is closed..

Reopen on Note add Merged

I was wondering if an option could be added that when a closed/completed work order has a note added, it could be reopened or put back under "Pending" as if the work order had been submitted before or if there was some sort of way to acknowledge a ticket that had a new note with the rest of the work orders.

Currently, when a work order is closed and someone adds a note, it does send a notification to the notification bell and as an email, however on busier days with hundreds of notifications (notably the start of school and around holidays where all staff want to do some kind of special event), new notes can be missed by end users putting in notes with additional questions, simply from the volume of work order updates. I do know there is a new note notification that can appear, but from my testing it seems like you would have to be in the Closed Work Orders list to see it.

If the ticket could be placed back into "Pending" or just back to "Assigned" it would be great.

  • Admin
    Salvatore Topino
    Reply
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    Dec 16, 2024

    And to be clear it would have to be a note added by the requestor, not by an administrator in the program, or does that not matter? @Guest @Guest

    2 replies
  • Admin
    Salvatore Topino
    Reply
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    Dec 16, 2024

    Great idea @Guest and thanks for the extra feedback @Guest . I'll review this internally and see how quick we can get this one on our roadmap

  • Richard Narducci
    Reply
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    Dec 16, 2024

    My work flow is based on new or current tickets. I do not use the emails or notifications. To have a work order re-opened would be monumental.