What’s everyone’s workflow when scheduling out tickets? Let’s say we have an issue that can only be resolved on-site (replacing a firewall, for example). We schedule a site visit two weeks from now.
I really can’t do anything more with this ticket until the scheduled appointment, but it’s lit up red because it hasn’t been updated.
I tried creating an automation to “bump” scheduled tickets, but it leaves a comment every time the automation runs, which is annoying.
I know I could just close the ticket and re-open when the appointment comes, but I don’t like that. To me, “Resolved” means “Resolved”. I could also create a view to filter out scheduled tickets, I guess.
This is an annoying pain point that as a relatively new user I have not found anything that addresses it as yet. Ignoring the red and the metrics seems to be the way to go
We have a “Scheduled” ticket status, and 2 ticket automation workflow rules, one that will mark the ticket as new when due in 72 hours, and the second one will mark the ticket new when due in 6 hours, and then I don’t have any other automation running against Scheduled ticket. Techs then have Scheduled ticket hidden from their default view. The idea is that if it’s your firewall ticket that you scheduled out 2 week having it drop back into view a couple days ahead of time is helpful to make sure its top of mind, but if the que is just cluttered with tickets that you can’t touch until tomorrow you can just quickly mark them as scheduled to clear out your view and help prioritize things.
There is nothing sacred about 72 or 6 hours you can make that work any way you want but this has been fairly effective for us.
