ticket life cycle update

Idea created by 7627986 on May 25, 2016
    Under Consideration
    • Adam Archer T.
    • 7627986
    • 7441099

    (Originally posted on 15, July 2015)

    Would be great to have incidents automated update of state whenever a comment is added to it. For instance, when a ticket is created and assigned, the assignee (hate that term, ticket owner would be best) add comments and send it to user in ?Awaiting input? (I created a custom state, ?Awaiting User response?). When the user add their comments and hit send, the state should automatically change to ?Reopen? instead of staying in ?Awaiting input? unless it is manually changed.

    If the ticket life cycle doesn?t change automatically based on actions, setting up SLA doesn?t make much sense.

    What problem will this feature solve?: