State vs need attention on Case

[Rosy14]

Hi,

In Case when state is Awaiting info Need attention is set to Ture. and if Need attention changes to false State moved to Open. How to stop this state change to Open after need attention is false. 

[AbdulNow]

Hi @Rosy14 I hope you are doing well ! Could you please explain your request more in detail ? Like the use Case or requirement ?

[Runjay Patel]

Hi @Rosy14 ,

There is no such OOB functionality there on case , If you are referring to custom solution build then you can check before business rule which might be responsible for setting need attention to true if state move to "Awaiting info".

Or if you are referring something else then share the screenshot.

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[Robbie]

Hi @Rosy14,

To set context and clarify your question, the case state of 'Awaiting info' is used to drive and prompt the contact (the person who raised the case) that additional information is required from them. It is inferred that basically, agents/supporters require more information and cannot move forward until they have this information.

When a contact replies, as in a comment is added to the case, the state is moves back to 'Open'.

This is driven by the Out Of Box (OOB) Business Rule: Change Awaiting to Open comments update

(Note, this is also another duplicate business rule for proxy responses: Change Awaiting to Open comments - Proxy)

Please note, the 'Needs attention' checkbox is an internal flag used to help agents/supporters know that the case needs reviewing. It is not considered in the logic for the state moving from 'Awaiting info' to 'Open' as described above.

Before changing any logic, ask yourself what is the flag being used for and from a contact/customers perspective, why would it needing attention (an internal flag) have any bearing on the lifecycle of the ticket. If a contact/customer responds, they have completed their bit.

If (and I wouldn't necessarily recommend this), but if you wanted to ensure a case stays in the 'Awaiting info' state when the 'Needs attention' flag is checked, you could simply update the Business rule as mention above and add the condition of current.needs_attention==false -this would stop the case from moving back to the Open state if the 'Needs attention' flag is checked and a contact/customer comment is made.

However, again, I would not recommend this as the flag seems to be used for something different than what it was designed for and more importantly something the contact/customer has not control over leading to a poor UX (User eXperience)

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Thanks, Robbie