CA Service Management

Team Please suggest...

While an analyst is opening a ticket and after that analyst is changing the status.

(STATUS) From resolve to open -> for this the existing EVENT resumes.I need that particular event to be restart while status changing from resolve to open.That event is associated with priority field.

Please suggest how to (Fresh restart)restart a particular event while ticket status is changing from resolve to open.

Regards,

Jagatjyoti Dash

Hi Jagatjyoti,

The title you used for this query is rather misleading compared to your actual query...Be as it may, to meet your requirement should be as easy as attaching the specific event you want triggered to the 'Update Status' Activity notification. You would also need Site Defined Condition so that the event is only triggered when the status is changed from Resolved to Open only...

Kind Regards,

Brian