tickets "Awaiting user info" updated by the user should automatically change the status to "in progress"

[app]

Hi,

There is requirement that if a user update the ticket like something in additional comments or reply on mail, status should automatically change to 'In Progress' from 'Awaiting User Info'.

Please provide me a solution.

Thanks.

[Ankur Bawiskar]

Hi,

You can have inbound email action for this.

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[app]

Hi Ankur,

It will be for Tickets that if a ticket gor updated by the user automatically state should change to 'In progress' from 'awaiting user Info'.

Thanks

[manjusha]

Hi,

in inbound email action you can achieve this.

in the script assign the value of  state to work in progress.

Mark correct and helpful based on impact.

Regards,

Manjusha Bangale

[Dubz]

We did this in a before update business rule triggered when the additional comments changes and the state is awaiting customer, in the script it checks the updated_by user in a user table and changes the state to in progress depending on what it finds. The only problem is, you sometimes get techs setting the ticket to awaiting customer and adding a comment like 'go check your cabling' or something. The customer responds with 'ok i'll do that next week' and it changes the state back to in progress!

I don't think there's a perfect way to do it without sending the customer a link in an email that they should only click on when they're completed what you requested but good luck getting customers to conform to that 🙂