Add note when pending till ends

[iwill]

Hi there,

I'm facing some dificultes to make this happen automatically:

• When ticket changes to "in progress" from "planned" state (pending auto), a generic agent put a specific note on it

Any idea how can i achieve that?

Best regards,
William

[iwill]

Someone to help?

[root]

Hi,

You can't check for the old value in an Generic Agent. If it's always from "planned" to "in progress" and not from "xx" to "in progress" us the Generic Agent with the event StateUpdate and limit the search to the state "in progress"

- Roy

[iwill]

Hi,

You can't check for the old value in an Generic Agent. If it's always from "planned" to "in progress" and not from "xx" to "in progress" us the Generic Agent with the event StateUpdate and limit the search to the state "in progress"

- Roy

Thank you Roy, but, if i put a ticket in "pending user" and receive a user response, the ticket goes to in progress as well.
The note to append on ticket is about pending time as reached