Ticket Filter pausing tickets

Products ITarian Service Desk
1

Not sure if its entirely by design, but I have setup some ticket filters to automatically assign tickets to users, and all tickets are being placed on Pause. Is there a way to make the ticket ‘not paused’ when it goes through the ticket filter?

2

or a way to ‘unpause’ tickets on mass?

3

Hello @curatrix_pl
Manually or automatically assigning a ticket is, by design, set to Paused. Currently, there is no setting to prevent a ticket from not being Paused when it triggers a ticket filter. Also, no current existing method to unpause tickets en masse.

We can forward your suggestions @curatrix_pl to our product development team. We would simply request from you the reason(s) as to why implement them in SD.

4

We are using the Ticket Filtering for assigning our Backup Reports to engineers, and as these are time sensitive (reports of backup errors). As such, we would not want them ‘paused’ and instead, would want them ticking down and active.

5

Hi @curatrix_pl,

Thank you for the details. We have submitted your request to our product team where they will review it and determine where it will fit best on the product road-map. You can expect to hear back in less than 10 business days with a time-frame for the planned implementation.

Kind regards.
Raymond

6

@Raymond_Co, what’s the status on this? Will this be fixed soon?

7

Hello,

The features or ability of the Service Desk to pause/unpause tickets when it is auto-assigned is set to be implemented on 2019Q1. We will keep you posted for any update regarding this feature on this forum post. Thank you

8

@Damon C @Samuel_C , I’m not fully sure that you understand the ticket.

When tickets go through the filter, they are paused. We do not want them pausing. It is not about ‘not auto assigning’ tickets, its about not pausing tickets.

9

Hi @curatrix_pl ,

System is designed to pause tickets when it is auto assigned to a user from ticket filters.

Adding an option for auto pause/unpause tickets when it is auto assigned to user might be implemented in future releases of service desk. Therefore it’s not a bug, its a feature of service desk.