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Pop-up message prompting a user who reopens an issue

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Level 1

7/26/23

A user whose issue has been solved and closed wants to reopen the case because something has to be done again (correction, enhancement, …). To reopen the issue the user can move the slider or change the status.

What we need: If the user reopens the issue, a popup window should appear where he can (or maybe must) write a comment why he reopens the issue.

It is also important that the people assigned to the issue are notified that the ticket has been reopen.

5 Comments

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Community Advisor

7/26/23

Is this your ideal use case? In my instance we change the sharing so that the requestor cannot edit the form or change the status once we've started working on the issue. I then have a report that flags any issue where the last update was made by anyone not on the working team so they can see if the requestor adds a comment and then the team directs them to add a new issue for the change.

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7/27/23

Hello @MoniqueEvans and thank you for your input.
I'm answering for Patrick B (same team).
No we can't talk about ideal use case, it's more an expectation as we use the issue management like a "ticketing" system in one particular project. There is room for discussion for a broader concept and place for interesting workarounds.
Can you tell more about your method? First question is, do you have to change the sharing manually or does this happen automatically? The good point I see is that the person assigned to the issue would receive a notification that "somebody" entered an update, is that correct? 

Sébastien

 

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Community Advisor

8/15/23

Hi @sebastiendesautel!
The way our requests work is that once the work has been completed or the issue has been converted to a project and Coordinator changes the sharing for the requestor to view only and takes away their ability to add documents. This is currently done manually but could be automated via an API call or Fusion, we just haven't prioritized that on our list just yet.

 

We train the requestors to utilize the copy feature to resubmit a new request when they have changes that are needed; however, sometimes they "forget" that step and will post an update to the issue. Since the team is not monitoring these issues, I've created a report for them that lists any issues where the team is not the "last updated by" person so they can read the update and direct the requestor to the correct area. You could also set up an automation to tag the assigned person when an update is posted instead of relying on reports.

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11/10/23

Hello @MoniqueEvans ,

thanks for your input last time, this was helpful. I worked on it and was able to set up an automation in Fusion, that checks issue status switch from Completed to New/In Progress.

If there's an occurrence, I create a new issue automatically with the link to the old ticket as a description. This triggers an email to the old assignees within seconds and then the automation deletes the new "dummy" ticket after 1 minute.

 

Thank you

Sébastien

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Community Advisor

11/10/23

@sebastiendesautel That's awesome! I'm so glad you could take my rudimentary idea and truly expand on it. I'm sure this is going to inspire a lot of people to build something similar themselves (myself included).

 

@ewanh I think something like this could be a really strong candidate for a Fusion template