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Absent Member.. Absent Member..
Absent Member..
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Incident status based on Feedback

Hi Experts,

 

We have a requirement of having the option of feedback for the users when ticket is set to resolved status. 

 

The user should give Yes/No in the feedback and if the feedback is given as "Yes" then the ticket should be closed automatically and in case if the  feeback is set to "No" then the status of the ticket should be set to " Work in progess".

 

Also this should be like an email template which will trigger to the user on the ticket status "Resolved" with yes/No option , when clicking on yes from the email then the ticket in back end should be set to closed. in case of clicking "No" in the email then the ticket should be set to " work in progress".

 

Please suggest how to acheive this.

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Acclaimed Contributor.
Acclaimed Contributor.

Re: Incident status based on Feedback

Where user will choose Yes\No ?

1) In Web - ESS on form for interaction

2) User send email to SM where give answer Yes\No

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Absent Member.. Absent Member..
Absent Member..

Re: Incident status based on Feedback

Hi,

 

When incident is resolved an email treiggers to the user with "Yes" or "No" option , onclicking Yes the ticket status shold be set to "Closed" on clicking "NO " the ticket stats shouild be set to "WIP".

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