Program to move from New to Reassigned

 
Author
Message
SysAider
33
 
I had a question about SysAid methodology…

I was wondering why a ticket in a new state that is processed to move it to another admin group why SysAid does not automatically move that to a reassigned status?

Is this something I can do for us in SysAid? Can I use a rule or something to do this?
SysAid Community Manager Product Team
4490
 
Hi jspence,

If you submit a ticket, it was assigned to X, then it got reassigned to Y, the ticket is still "New" if no one has done anything on the ticket. In the SLA process, the Time to respond timer is being counted; in this case the counter stops once the ticket is no longer New, but no one took care of it, which won't make much sense.

Cheers,
Danny
SysAider
33
 
That view is subjective and I don't necessarily disagree but the argument can be made that the act of reassigning the ticket is doing something on the ticket and should stop the response clock.

So there is no way to have this automated or program it to change from new to reassigned when it is changed from group to group?
SysAid Community Manager Product Team
4490
 
Not out-of-the-box, no. This will require an after-save trigger that you can either code yourself, or check with our Professional Services team for a special project.

Cheers,
Danny
SysAider
33
 
If I am a cloud user do I still have the option to code this myself, or is my only option PS.
SysAid Community Manager Product Team
4490
 
I believe you can, but the changes can be applied only through the team. I'm not sure of the details, so please contact them