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Configuring AgeDatabase - Close Waiting Incidents

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

Content

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)

 

Version

Service Cloud 17D

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