All tickets must go to a status of Resolved and then Close. These two steps can be combined through a Ticket Update routing rule.
- Ticket Routing
- Ticket Update (Tab)
- Create Rule
Add a Ticket Update Routing Rule
Assign the following parameters to the rule:
- Add Condition
- Set the field to "Status"
- Set the comparison condition to "is"
- Set the field to Resolved
- Assign To - Toggle off
- Assign to Service Group - Toggle off
- Set Status to - Close