14 Replies Latest reply on Jun 12, 2019 12:53 PM by Cris Coffey

    Business Rule: Pending to Open Status

    Jared Niedzwiadek
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      Hello,

       

      Was wondering if anyone had an idea how we could configure a business rule that will allow a ticket that was replied to and is in a "Pending" Status to be automatically changed to "Open" when a requestor replies to the ticket.  So as an example we have a Requestor send in a ticket to gain security to a drive/folder.  Technician then sends an email to the boss within the ticket asking for approval, the technician then puts this ticket into a PENDING status. The boss then replies to the email, at that time we want the ticket to change back to and OPEN status so the technician knows that action has been done on that ticket.  I have been trying a few things with business rules but cannot quite get it.  Any help would be appreciated.

       

      Thank you!