Is it possible not to change to processing status automaticaly

repentandliveholy · 2023-10-13 08:59:48

Hello!

Is it possible not to change to processing status automaticaly after assining the ticket?\

Is is needed to devided the exact time when ticket is beign start to process by agent (not just a time when he was assigned for this).

So is it possible for ticket to be as "new" even if it is assigned?

Thanks

loyolajavi · 2023-10-21 06:24:26

Hello, you can modify it with service rules.
Create a rule with criteria: technician exist, action: state to new.

repentandliveholy · 2023-10-21 15:54:25

Thanks

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