Ability to Change Status when tech sends message on Incident or Request

  • 20 August 2020
  • 3 replies
  • 25 views

Is there a way to have SysAid automatically change the Incident/Request status when a tech uses the Send Message on a ticket? Ideally we'd like to have the status displayed on the Send Message form so it can show the default or tech can select a different status.

3 replies

Userlevel 4
rward6
Is there a way to have SysAid automatically change the Incident/Request status when a tech uses the Send Message on a ticket? Ideally we'd like to have the status displayed on the Send Message form so it can show the default or tech can select a different status.
Hi rward6, it is currently not possible to automatically change the status when a new message is written. Only if an answer comes from the end user can the status be automatically controlled to "User Respondet" greetings Karlson
Userlevel 4
mmmmhhhh, if I really think about it, you could add an automatic control for "Awaiting Response" in the Compose.jsp window to automatically control this status. Should check the product development.

I would really like to know if this is possible. Has there been any change since this was last asked?

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