ServiceDesk Plus Workflow Status Changes
Simple workflow question. I need to build the below workflows but am unable to find where to do this. I'm ready to move to another ticket system if this isn't possible and very frustrated with ServiceDesk Plus. Nothing I've found is as intuitive and simple as it should be (and is with most other ticketing systems I've used). Help is appreciated.
- When status = “Waiting on User” and the end user responds to the ticket, the ticket status is updated to “User Responded”
- If ticket is in “Waiting on User” status and idle for 1 business day, send an email to the user asking for an update.
- Do this again at 3, 5, and 8 business days. On day 10, auto close the ticket in a “Closed by workflow” status.