CA Service Management

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Automatic status change

  • 1.  Automatic status change

    Posted 10-31-2016 11:49 AM

    Hello,

     

    There's a way i can say in Service Desk that if a status has 48 hours without change that automatically he set a new status into the ticket?

     

     

    Regards.



  • 2.  Re: Automatic status change

    Posted 10-31-2016 12:14 PM

    Hi Jason, 

    I dont believe there is any mechanism to look for a condition where something is NOT changed.  The only thing you could do possibly is use the last modified date - and say if it wasnt updated in X days to change the status, or notify someone.  Can you give us an idea of the bigger picture of what the "need" is?   This way we can give you some options that other customers are using for similar situations.

    Thanks,

    Jon I.



  • 3.  Re: Automatic status change

    Posted 10-31-2016 12:29 PM

    Hello Jon,

     

     

     

    I have a few categories that automatically a ticket its created with one of them the status change from ‘Open’ to ‘Pending Approval’. The need is that if the pending approval status has 48 hours that status change to ‘Dismiss’ and to notify the end user of the case.

     

     

     

     

     

    Regards.

     

     

     

    Jason Lara

    Implementation Specialist

    809-869-3939  Tel.

     

    809-869-3939  Cel.

     

     

     

     

     

    De: Jon_Israel 

    Enviado el: Monday, October 31, 2016 12:15 PM

    Para: Jason Lara <lara_jason@mediatrix.com.do>

    Asunto: Re:  - Re: Automatic status change

     

     

     

     

     

     

    <https://communities.ca.com/?et=watches.email.thread> CA Communities

     

     

     

     

     

     

    Re: Automatic status change

     

     

    reply from Jon Israel <https://communities.ca.com/people/Jon_Israel?et=watches.email.thread>  in CA Service Management - View the full discussion <https://communities.ca.com/message/241935138?commentID=241935138&et=watches.email.thread#comment-241935138>



  • 4.  Re: Automatic status change

    Posted 11-18-2016 02:30 PM

    One way you could handle this is to launch a PAM process when the ticket is changed to status "Pending Approval". The process would have a delay in it to check after 48 hours and see if the ticket was still in "Pending Approval" status.



  • 5.  Re: Automatic status change

     
    Posted 11-20-2016 09:38 PM

    My personal preference would be to attach a Service Type event when the status becomes 'Pending Approval'.  The event would have a 48 hour delay, would test the status and then update the status and notify as required.

     

    There is some spel involved in attaching an event so of course this would not be a 'supported' mod.  If you're interested in taking that approach let me know and I'll supply some code.