Automate changing a classification in a workflow
I need to automate changing a ticket classification from a Service Request to a Incident in a workflow.
I have read other questions on this which state that this can be done in a workflow, but there is not a single answer that actually shows how that is done (what type of workflow step is used).
Please provide some elaboration on how this is done.
Answer (1)
Hello Mathew,
If you're looking to change the classification of a ticket that is in a workflow already, you could use the workflow's built in Promotion Step setting. You would access the workflow in TDAdmin, check it out, then click Workflow > Details, and adjust the fields in that screen having to do with the promotion step settings. Typically a customer sets that to take place on the start of a particular step, and then selects the step of the workflow on which they want the ticket to be promoted to another classification.