Allow a Ticket or Topic Status to be exempt from the "Auto-Complete" function

Mike McMullen shared this idea 5 years ago
Completed

We often have tickets that are "On Hold" for an extended period of time. It would be great if we could have the "On Hold" status be exempt from the Auto Complete function, so that tickets in that status remain open even when idle.


Most of the time, Auto-Complete will work well, but sometimes we do need to keep a ticket open for an extended period of time.

Best Answer
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Now you can set any workflow to not auto-complete specific ticket or topic based on the required status.

This could be done in Automation Rules by creating new trigger with Scheduled Event - Object without Activity

Comments (3)

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Hello Mike,


We'll consider this option for future releases, but in more elegant way to make it match any workflow. Thank you for your idea

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Quick update... we've decided to bring that option in 4.0 release as a part of automation process that could be set up according to the required workflow

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1

Now you can set any workflow to not auto-complete specific ticket or topic based on the required status.

This could be done in Automation Rules by creating new trigger with Scheduled Event - Object without Activity