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Tickets Fixed Escalation to PENDING does not work

Discussion in 'Resolved Bug Reports' started by ALfa1, Sep 13, 2017.

  1. ALfa1

    ALfa1 Well-Known Member

    After a staff member replies to a ticket with OPEN status, it should be set to PENDING.
    However, it should be possible for staff members to set it to OPEN again without it going back to pending (until a new staff reply is added)

    I have set the following criteria:
    Last reply user is staff
    Ticket state is: OPEN
    Set status: PENDING

    Currently this doesn't work. Its not changing from OPEN to PENDING status.
    So far I have noticed this with guest tickets so this may be a clue.
     
  2. NixFifty

    NixFifty Administrator Staff Member

    Escalations aren't triggered instantly. That might be the issue you're seeing here.

    Might just allow escalations to be triggered after a ticket is updated to prevent confusion.
     
  3. NixFifty

    NixFifty Administrator Staff Member

    Escalations can now be fired right after a ticket is updated. There is a new option in the escalation edit page to disable this behaviour on a per-escalation basis. This should allow escalations to double up as a trigger-based system and allow you to chain automated tasks.
     
    ALfa1 likes this.
  4. ALfa1

    ALfa1 Well-Known Member

    Have you setup escalations on your big boards for:
    - open to pending after staff reply
    - pending/resolved to open after owner reply
    - Pending to resolved after no response
    - Alert for pending

    Or similar?
     
  5. NixFifty

    NixFifty Administrator Staff Member

    I have some similar ones and they work great.

    I've also pushed escalations to fire as background tasks so that'll be very helpful too.
     
    ALfa1 likes this.