Ticket state didn't change after the user/requestor attached a file

Codi
Tera Contributor

‎10-02-2023 07:56 AM

Hi guys,

I'm not sure if this is a normal behavior regarding to the state of the ticket because we noticed that if the user or requestor is only attached the file to ticket the state didn't changed from on hold awaiting caller to in progress. If it is not a normal behavior may I ask if how can we fixed it?

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Peter Bodelier
Giga Sage

‎10-02-2023 08:14 AM

Hi @Codi 

 

That is default behaviour.

You could leverage the OOTB event attachment.uploaded, and create a script action, to change the state accordingly.


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Peter Bodelier
Giga Sage
In response to Peter Bodelier

‎10-02-2023 08:17 AM

I created the same not too long ago, you just might need to change your values.

 


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