If a time entry with the resolution Checkbox checked is submitted, the ticket status should be updated to closed | Voters

If a time entry with the resolution Checkbox checked is submitted, the ticket status should be updated to closed

complete

Griffin Steinman

August 8, 2023

Marc Rosa

marked this post as

complete

Exciting news: Threads can now automatically move to a closed status when an Inbox user submits a TimePad entry with the “resolution” flag selected. This is one of three automations for common status changes, including:

Setting threads to
In Progress
after a member replies;
Re-opening
threads when a contact replies to a previously closed thread; and
Closing
threads when a TimePad entry has a resolution flag

Admins can enable this status automation by:

Navigating to Inbox > Preferences > Workspace.
Clicking the + Board button (or + Queue or + Team, depending on your PSA) and selecting from the dropdown.
Selecting a status in the dropdown for the third status automation titled “Set thread to [ status ] when TimePad entry has a resolution flag”
Clicking Save to apply your settings.

Repeat this for each board + status combination in your service desk where you want this automation to be supported (Here at Thread, our workspace has settings for

Help Desk

and

Sales

boards).

Ruth Lamont

Griffin Steinman You added me to this but im in agreement with Lee and Thomas. There should be the ability to choose a status and add a time entry at the same time within timepad, but adding a 'Resolution' in PSA terms is to describe what the solution it, not always close it. CW has this functionality as is, and means you can do 2 steps in 1. Inbox and Pods having this

would save more time.

Lee Tehan

Please no! This is the only way we can get the time entries to show up as an actual time entry and not an internal note in AutoTask.

Thomas Foley

Lee Tehan: Agreed! This would make Thread unusable for our engineers. Resolution for us means that time entry is part of the resolution, it does not necessarily mean that entry is the final resolution or final entry for the ticket.