Status on custom Queue not change

RTIR
#1

Hello guys, i have a question about status changing.

When i have a new Incident report, someone click on take and open a incident, RTIR will link de IR with the incident and the IR will change is status to open.

I created a custom queue with incident_report lifecycle and when i open a incident from incident report on that custom queue, the Incident Report doesn’t change the status to open.

any suggestions?

Thanks,
Tiago

#2

Is “open” an “initial” status or “active” status in your lifecycle?

#3

open is an ‘active’ status

#4

There is the scrip “On Correspond Open Inactive Tickets” which handles changing the status, so if you’re not sending an email out that automation won’t happen

#5

But in this case I’m using opening a Incident from a Incident Report. In that case this works. In custom queues no.

#6

Does the first example send an email when you perform that action? Maybe on the custom queues it doesn’t have a watcher to send an email to?

#7

No, both tickets from Incident Report and the other custom queue are created via API.

#8

Seems RTIR has this scrip “On Linking To Incident Activate Report” maybe it needs to be applied to your new queue?

#9

Thanks @knation :slight_smile: That script was only applied to the IR queue.