Schedule ticket to reopen or Suspend and move back in at specific date

[Carl Giles]

Hi there,

Sorry if this question has been asked previously, I looked but did not find anything.  We get tasks that are generated from Requests and items in workflow but given the request some are time specific and can be sent far ahead of the action time.  For example someone going on leave and returning.  The return date is set to months from now, and cannot be actioned until the day before the return.  Is it possible to either suspend the ticket and move it out of the queue and back in or set the ticket to close and re-open itself at a specific date.  Or potentially another option?

Don't want 1. sitting there, and will mess up all the metrics. 2. State change which will get missed when it actually needs to be looked at or 3. get pain from leadership due to SLAs being messed up when it actually does get closed.

Any advice is appreciated.

Thanks

Carl

[Mohit Kaushik]

Hi Carl,

You can use flow designer or scheduled jobs to update these records based on your conditions. These flow or scheduled jobs can run daily and check the condition and update the records accordingly.

Hope that should solve your query.

Please mark this as correct and helpful if it resolved the query or lead you in right direction.

Thanks,
Mohit Kaushik
Community Rising Star 2022