I am in sdm 14.1 and i have a status cancelled with a rule , the rule have a condition if the ticket is in status cancelled then send a message template but does not work
Any can helpme with that ?
Bellow show all the information
Sorry, for some reason I thought you were talking about Change Orders. Cancelling a Request, Incident, or Problem will trigger a Close activity. So you need to relate your Cancel rule to the Close activity with an attached condition that has Status Equals "Cancelled".
Out of the box, cancelling a Change Order will log an Abandon activity to the logs. Therefore you need to use the Abandon activity for this purpose, and not your custom Cancel activity.
This does not work for request or incidents only for change orders , its imposible add a rule in the activity notification for that i create the custom cancel activity.
Retrieving data ...