Intercept Tickets that are 90 days and older creating a new ticket with previous details attached

[JDCBX]

Good Evening Team,

I wanted to share a use case we’re currently addressing:

Use Case

We’ve observed that tickets marked as Complete can be unintentionally reopened when a client replies to the original email thread. This happens because the reply is sent to our support address and includes the original ticket number, which causes the system to reopen the closed ticket. This behavior disrupts our reporting, particularly around ticket resolution times.

Proposed Solution

1. Identify incoming emails with a subject line containing "RE:" and a valid ticket number.
2. Check the ticket status in Autotask to confirm if it is marked as Completed.
3. Evaluate the ticket age to ensure it meets our criteria for archival or follow-up.
4. If conditions are met, append the new email content as a note to the existing (completed) ticket.
5. Create a new ticket, and include the note with the previous ticket’s details.
6. Add a reference link in the new ticket pointing back to the original ticket.
7. Proceed with standard ticket processing for the newly created ticket.

I’ve started building a rule to implement this logic, but as I’m still new to MSPIntegration, I’d appreciate any insights or suggestions on whether this is the most effective approach—or if there are better alternatives we should consider.

Thanks in advance!

[travis]

Hi @JDCBX

Welcome to the community!

Within the “Autotask Update Existing Ticket” workflow action step is a checkbox to “Filter Tickets”. You can use this to limit what tickets are located when MSPintegrations tries to locate the existing ticket.

Here’s a thread showing how it works:

How to prevent updates to "complete" tickets

Can you please give me also guidlines and steps how i can set up Option 1? I did submit a request but this is exactly what we need. Hope to hear from you soon!

And here’s a post in another thread showing a more customized approach using that same option:

Send email when ticket is older than reopen period

First, I will summarize what I see in the mailbox: [CleanShot 2023-11-01 at 14.17.23] Step 1 is configured to update the ticket only if it is not complete. The results from step 1 are stored in custom.update_result_a: [CleanShot 2023-11-01 at 14.18.06] Step 2 is configured to update the ticket only if it was completed within the last week and if the email is not an Automatic Reply: [CleanShot 2023-11-01 at 14.18.13] Step 3 is configured to create a new ticket only if it wasn’t updated f…

If you use that check box, you can modify your rule to have just two steps:

Step 1: Update Existing Autotask Ticket, with the filter enabled to only update if the ticket is not old.
Step 2: Create a new Autotask Ticket

Let us know how this works!