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Problem with incident status

PostPosted: Thu Apr 05, 2007 7:30 am
by jean12345
After assigning an incident ticket, the user does not see the status in the selfservicedesk,

What could be the problem and how can i fix this?

Thnx

Re: Problem with incident status

PostPosted: Fri Apr 06, 2007 11:02 am
by pille
jean12345 wrote:After assigning an incident ticket, the user does not see the status in the selfservicedesk


If the user is not seeing the status then most likely it's not being set. If it's not being set you would create a business rule to set it.

For instance, create a business rule for incidents that works Before Object is Saved. Make the criteria Assignee has been changed. For action use Update Fields and set field to Status and Value equal to Assigned.

This is just one part of what you'll want to setup to create a workflow if you don't have one already.