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Workflow logic to close a ticket

Jan 31, 2017 at 10:39 AM


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When our implementation partners built a Ticket Closure workflow, the logic in its configuration means that when a ticket goes from Completed to "In Process" / "Employee Action", it can ultimately mean the workflow never closes the ticket and it remains in a Completed state. Likewise if after the 10 day rule (see below), the ticket is then put into a Completed state, the Closure workflow will not run again.

Does anyone have any suggestions on how to build the logic for workflows that would accommodate tickets when tickets are put back into "Employee Action" OR "In Process" ?

The workflow configuration is as followings
Enter Basic Data:

Business Object: Ticket
Timing: Scheduled
Event: Date Completed
Relative Time: Afer
Time Offset: 10 days


Status Equal to Completed

Define Actions:

Rule Type@ Field Update
Field: Closed

many thanks


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