I created a new lifecycle for tickets. It is the same as the default, but includes “pending-customer” and “nudge”. This is what it looks like:
When I click on the pencil icon in the Basics block, I can assign any of the status as desired. (Within limitations of the lifecycle, e.g. I can’t move from “new” to “nudge”.) When I use the “Nudge” action I created in the lifecycle (see below), RT gives an error that I can’t set the ticket to the status “nudge”.
I believe this is because my scrips are telling the ticket to move to status “open” on correspondence and I can’t move from “open” to “nudge”. This is an intentional limit so that my technicians don’t accidentally forget that “nudge” is for people who already received a question over email.
Any advice on how to handle this?
In an ideal world, I would have the move from “pending-customer” to “nudge” be completely handled via cron jobs that send a form letter to the end users and include the previous correspondence in that form letter. For example, “Hi, I’m a robot helping the I.T. department. I see that they emailed you the following question recently. If you could please reply with an answer, I’ll let them know and they can help you out. Thanks! \n ----- \n $previous_correspondence”. Would such a thing be possible? Would it prevent the issue above? Or should I handle this in the GUI first and worry about automation later, if ever?