Currently, the bot will say if a ticket fails the QA. But, if the bot could close tickets that would be helpful. as a back-up to help make sure that it runs, may a report at the end of the day of the tickets that were closed (such as "Here’s a list of tickets that were closed: 000000, 000001, 000002).
Thoughts?
Hi @Delaney_Smith , we will need a more detailed design to make this happen. Need following information:
What is the exact problem the bot tries to solve, if you can give an example with a detailed ticket number, that would be very helpful.
What’s the logic the bot should be triggered, specific time of the day, If x = y and a>b, etc.
What the bots should do.
Our current engine can support pretty much any actions as long as we have the data and the clear logic.
Hello @DanielWang ! Thank you for the response.
What is the exact problem the bot tries to solve: We want to have the tickets closed automatically after successfully passing the QA Bot. This would solve our dispatch team from having to go through each item and do the manual status changes when the bot is already noting that the ticket is good to close.
What’s the logic the bot should be triggered, specific time of the day, If x = y and a>b, etc.:
If QA Bot triggers an error when attempting to close > Sends the automatic alert (as it does now) > Sets ticket to a specific status (Done Yet? or Please Review would be ours)
If QA Bot does not trigger an error when attempting to close > Moves ticket to a specific status that would be Closed (Ours is titled >Closed)
At the end of the day (possibly around 4PM?) bot sends an email/automatic message to specific people/Teams Channel stating: “The following tickets were successfully closed: (then a list of tickets). The tickets that were not successful were sent back to ‘(Status)’ for ‘(ticket user that last updated or the previous ticket owner)’: (list of unsuccessful tickets & maybe even why?)” Even if those lists came as email with attachments I think it’d be helpful.
Overall, I think the bot does most of the work anyway for the closing. This is a small item so please don’t worry about prioritizing! It would just save dispatchers a step.