No need for constant manual updating of an issue Substatus anymore.
Within Substatus Rules we've increased the ability to automate the way you move issues along in their life cycle. Within these new rules you can automatically update the Substatus based on defined issue events. You now have the ability to add multiple rules for each issue event, giving you more flexibility to automate the change to the Substatus based on both the event and the existing Substatus.
We recently added a new Issue Event option. The “Note Added by anyone in Submitter’s Organization” gives you the ability to move an issue along in its lifecycle when a note is added by anyone that has the same Organization as the Submitter. This change allows a supervisor or coworker of the submitter to be able to respond to a ticket and still have the Substatus changes applied properly.
For example: When the Issue Event "Note Added by Submitter" occurs, you can have the Substatus changed from Customer ResponsePending to Customer Response Received.
You can then create a second rule so that if that same event occurs and the Substatus is Approval Pending you can automatically change it to Approved.
To utilize this feature, Substatus must be enabled through the System portion of your Administration menu.
**If you need assistance when activating this feature or any feature, please consult the Help Icon within your IssueTrak site. Clicking on the icon will take you to the specific section of your Help files.
In addition to these upcoming Tutorials, visit our frequently updated Resource Library to learn more.
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