Assign Ticket Status in Workflow

Hi,

I've been reading quite a few questions, and the KB article at  https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=4615, but it appears that you can change a ticket's classification in the workflow, but not the ticket status.  So only the workflow status is changed.  So the tech must change the ticket to in progress?  

 

Thanks,

Sheila

 

Asked by Sheila McBride on Thu 7/6/23 1:22 PM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Thu 7/6/23 1:49 PM

Hi Sheila, 

You can definitely use a workflow to change the status of a ticket. You can do that through setting the 'Approval Status' on the workflow details, or through web services, as outlined here: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=18758

Best,

Brittany Renn

TDX Support

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Hi Brittany, to follow up on this for another scenario, what if I want the first step to change the status to In Progress? I want to keep approval for closure. Also, in a related matter, is there a training course one can take in working with Web Services?

Thanks! - Sheila McBride Thu 1/11/24 8:45 AM
You could use a web service step that executes a PATCH call to change the status at the beginning of the workflow, sure.

As for training courses, I am unaware of a course specifically dedicated to web services existing just yet. I can ask our PS team for you if you want to though? If you have VAS hours you could submit a VAS request to ask for training on web services in ticket workflows. - Mark Sayers Thu 1/11/24 9:21 AM