You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Incident Rules - Update to Solved after sending response

Received Response
17
Views
2
Comments
edited Jun 8, 2022 10:30AM in Agent Desktop 2 comments

Summary

Attempting to set up rule to send a response to the sender and then close out the incident

Content

I've coded a rule that will, under certain conditions, add some standard text and then respond to the sender.  After this I would like to set the status to "Resolved".  But what I'm finding is that the status gets set to resolved and then subsequently set to updated by the response being sent.  I've tried to split this into 2 rules ... one that sends the response and one that updates to resolved, but it still does not work.  Any idea how I can close these incidents out via rules?

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!