Topic by Andy Townshend
Content
My organization is looking to add a new "Inactivity" status mapped to the Solved parent status.
I would like tickets that time out from Waiting on Customer to be set to Inactivity rather than Solved.
Is there a config setting that allows me to change this default behavior, or will I need to make a rule (IF Incident.Previous Status = Waiting on Customer & Incident.Status = Solved & Incident.Updated From = AgeDatabase - Close waiting incidents THEN Set Status to Inactivity)