Requirement:
This automation ensures that when a ticket transitions to the Assigned state, a note is automatically added to the ticket and the first response is marked. This helps maintain consistency in ticket updates and response tracking without requiring manual intervention.
Objective:
When a ticket is moved to the Assigned state, the system will dynamically add a predefined or contextual note (for example, acknowledging assignment or updating the requester) and simultaneously mark the first response as completed. This improves SLA adherence and communication transparency within the support workflow.
Steps to configure:
- Download the attached scripts.
- Goto Admin > Developer Space > Request Custom Function > Copy & Paste the attached addNotes_RCF.txt and save it with a name.
- Update the notes content and mark_first_response as per your requirement.
- Configure the custom functions in a custom trigger. The invoking condition can be modified as per your requirement.
- In my case, I’ve configured it to trigger when a technician is assigned to the request.
Benefits:
- Ensures timely first response compliance.
- Reduces manual effort for agents.
- Keeps ticket history clear and traceable with automatic notes.
- Enhances communication consistency with requesters.