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Configuring AgeDatabase - Close Waiting Incidents

Received Response
edited Aug 8, 2018 4:53PM in Agent Desktop 1 comment


My organization is looking to add a new "Inactivity" status mapped to the Solved parent status. 

I would like tickets that time out from Waiting on Customer to be set to Inactivity rather than Solved.


Is there a config setting that allows me to change this default behavior, or will I need to make a rule (IF Incident.Previous Status =  Waiting on Customer & Incident.Status = Solved & Incident.Updated From = AgeDatabase - Close waiting incidents THEN Set Status to Inactivity)



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