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Incident status change following scheduled report? or Timed status change?

Received Response
edited Feb 24, 2016 11:03PM in Reporting & Analytics for B2C Service 2 comments


Hi all,

I doubt this is possible but thought I would ask.

I have a scheduled report that runs periodically, e.g. 10am and 2pm every day. This delivers the report to recipients in Excel format (these people do not use RightNow/Service Cloud). The report contains all Unresolved or Waiting incidents with a certain value meaning an action is required on their part. Once their action is complete, we are notified and we manually change the incident status to solved, whilst adding a note of the action taken. Changing the incident to solved removes it from the report.

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