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Pending - Awaiting Customer Response Feature

Created: 13 May 2011 • Updated: 16 May 2011

In Altiris HelpDesk 6 we had a ticket status of Pending - Awaiting Customer Response for when we prompted the customer for more details about their request.  It had a rule set up so that if the customer did not respond within 7 days then it was assumed that the request was resolved and the ticket would autoclose.

I want to add the same functionality to ServiceDesk, but I'm not sure where to get started.  I'm guessing that it would need to be in a task model with a 7 day timeout.  Then I'm thinking that the model should be either added to the SmartTasks or Process Type Actions.  I'm not exactly sure what Incident data I need to pass to the model or how to get the flow back into the SD.Incident Management.Workflow project correctly.

Alternatively, please let me know if this feature is already being developed into a future release of ServiceDesk.