Automatic assign call and status to 'in progress' when editing a request
Usually we get requests registered by mail. They are then unassigned and have status 'registered' in SDP. Technicians pick up calls from the unassigned calls list, look for a solution and reply to the request.
Problem is that we have to assign technician and set Status to 'in progress' by hand by going to the Edit mode of the request. It would be much better when a technician picks up the call (from either the requests overview or the opened request) or when he replies to a request, the status is automatically changed to 'in progress'. Or even better: when he replies to an unassigned request both Status and Technician field are updated.
I have made a request form rule that updates the status to 'in progress' when a technician opens the requests and edits the technician field for certain technicians. But that does not work for request that are assigned via the 'assign' button. I can also not trigger on the Reply button in the request.
A similar issue is described in this topic:
https://pitstop.manageengine.com/portal/community/topic/work-log-timmer-triggering-request-status-change
But we do not use the work log and we do not have a status 'assigned' so that won't work for us.
Is there any easy way to update the status of calls? Did I miss a configuration option, or do we need a script?
Can we use the script provided in the other call with another parameter? Or is there another script available for this issue?
Regards,
Olivier
Problem is that we have to assign technician and set Status to 'in progress' by hand by going to the Edit mode of the request. It would be much better when a technician picks up the call (from either the requests overview or the opened request) or when he replies to a request, the status is automatically changed to 'in progress'. Or even better: when he replies to an unassigned request both Status and Technician field are updated.
I have made a request form rule that updates the status to 'in progress' when a technician opens the requests and edits the technician field for certain technicians. But that does not work for request that are assigned via the 'assign' button. I can also not trigger on the Reply button in the request.
A similar issue is described in this topic:
https://pitstop.manageengine.com/portal/community/topic/work-log-timmer-triggering-request-status-change
But we do not use the work log and we do not have a status 'assigned' so that won't work for us.
Is there any easy way to update the status of calls? Did I miss a configuration option, or do we need a script?
Can we use the script provided in the other call with another parameter? Or is there another script available for this issue?
Regards,
Olivier