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Former Member
Apr 13, 2014 at 08:26 AM

Service Desk Status changes

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Hello folks,

recently we have activated SM service desk and it really is a great tool !

Yet there are some anoying issues which I couldn´t fix.

- We have defined 4 Status New / Service desk action (In progress) / User Action(Solved) / Finished. Is there a way to force a automatic status change ?

It is often the case that a incident is solved and set to User Action, now the user adds a command but does not change the status back to in progress.

As a result no mail to the responsible consultant is triggered.

Moreover it would be handy if Incidents which are 2 Months on Status User Action are automatically set to status finished.

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