Hi,
I have a problem when I want to change the ticket status from 'open' to
'resolve'.
The idea is:
1.-I create a ticket in a queue and his approval. The ticket status at
now is 'pending of approval'.
2.-I accepted approval, so the ticket status change from 'pending' to
'open'.
3.-At this moment, when ticket status is 'OPEN', I want to automatically
switch to 'SOLVED'
I have problems with STEP 3, because I create the next action and
DOESN'T work :(
The action is:
Condition: 'When change the status'
Action: 'Notify the owner'
Template: 'Global template:Resolve'
Phase: Disabled
I suppose that 'Global template:Resolve' change the status of the ticket
when the ticket change the status.
Why don't work? If it does not work with this configuration, there is
some simple way to switch to 'solved' when you change the ticket status?
THANKS!!:)
Best regards!
--
.......................................................................
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat
.......................................................................
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
