Automatic response automation

[Juan Carlos Cardenas Padilla]

Good morning

Could you explain to me how I create an automation rule so that when someone assigns a ticket, the automatic response arrives and the status changes to pending without being asked for the first response?

Thanks

[Mark Segall]

Hi @Juan Carlos Cardenas Padilla 

You could do something like this:

• TRIGGER - Issue Assigned
• CONDITION - Issue status = whatever status(es) that are allowed to transition to Pending (e.g. To Do, New, etc.)
• ACTION - Transition Issue
• ACTION (Notification) - Note - if you have a notification scheme/customer notifications set up, the assignee and customer should receive system-generated notifications automatically. However if you want to do something more custom you could do either of the following actions (Note - I would ensure the notification scheme/customer notifications are turned off first to avoid spamming)
  
  • Comment
  • Send Email

[Juan Carlos Cardenas Padilla]

At the moment I have the automatic responses by notifications.
Create a rule that says that when a user creates a request or incident, it goes from created to pending, but what I need is to add the first response to that rule.

[Mark Segall]

If I'm understanding correctly, you should only need to add an additional action for comment or email based upon your preference/need.