Using Business rules to change status
I am having an issue with business rules that I hope someone can help me with. I am using the trial version of service desk plus build 5003 and I am very impressed with it so far.
I am trying to change the status to a custom status, "Pending Assignment", when a request comes in to the help desk.
I have a business rule defined as follows:
When a request arrives, match the following criteria:
Mode is "E-mail" or "Phone" or "Web Form"
Perform these actions:
Change status to "Pending Assignment"
yet, when a the mode is set to a web form, the status stays as "open" and does not change to "pending assignment". Is this a bug or am I missing something?
I am trying to make it easier for my techs to track their time by starting with a stopped timer until they are ready to work on the request. The timer will then track the actual time spent instead of the techs having to keep track of their time spent manually. Any help is appreciated
I am trying to change the status to a custom status, "Pending Assignment", when a request comes in to the help desk.
I have a business rule defined as follows:
When a request arrives, match the following criteria:
Mode is "E-mail" or "Phone" or "Web Form"
Perform these actions:
Change status to "Pending Assignment"
yet, when a the mode is set to a web form, the status stays as "open" and does not change to "pending assignment". Is this a bug or am I missing something?
I am trying to make it easier for my techs to track their time by starting with a stopped timer until they are ready to work on the request. The timer will then track the actual time spent instead of the techs having to keep track of their time spent manually. Any help is appreciated