Making ticket active after pending user

[shalini44]

Hello,

In our environment, when an incident in pending user Info state, it becomes active only if the requester replies to the system email. Is there a way to make the state as active if a person on watch list also replies on the ticket.

We use the following business rule. How can I can I loop of the watch list and make ticket active when one of them replies.

if (current.sys_updated_by == current.u_requested_by.user_name

{

  current.state = 2; //active state

}

Thanks for your looking and your suggestions.

Regards,

Shalini

[mike_allgire]

Set up a log script to see what the value coming from the watch list is. It used to pull back the sys_id; however lately I have seen it pull back the display name instead. If that is the case, then change line 09 of my script to the following:

gr.get('name',watchers[i]);

[shalini44]

Thank again Mike!

The requirement has changed and what needs to happen is that anytime there is an update on the ticket by anybody, we need to make the ticket active. Is that something we should do in inbound action and deactivate this business rule. Appreciate your reply.

Regards,

Shalini

[ajbarnes]

If your requirement is as you stated - modified by anybody (not just email) then I would do that in a business rule. If the requirement is just for updated via email - then handle that in the inbound action.

[shalini44]

Hi Andrew, thanks for replying!

The requirement   is that if a ticket is in 'pending user info' state and gets updated via an email reply, then it should move to 'Active' state. In our system, the ticket became active only if the requester replies by the email on the incident or by a support agent manually. We observed, that   at times the requester would forward the emails to another account and reply on the incident from that account. In such a case even though the ticket was getting updated, it did not become active and the support agent could not get to them.

I was thinking of modifying the Update Ticket (BP)   and adding another   condition that checks the state and if it is Pending User Info (-50 in our environment, ) change it   the state to '2'.   Do you have any suggestions?

Thank you!

Shalini

[ajbarnes · Accepted solution]

I would place it in the inbound email script given your requirements. Otherwise any update to the ticket will kick it out of Pending User Info.