Re-opened Escalations Trigger Autotask PSA Workflow
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Fedde Tiemersma
I noticed that when an escalation is re-opened, it doesn't trigger the Autotask PSA workflow again. This is problematic for us because we rely on the ticket system to track all escalations, even if they are re-opened. It would be beneficial if re-opened escalations could trigger the workflow to create a new ticket in Autotask PSA, ensuring that all incidents are properly tracked.
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Justin Tarnowski
There could also be a workflow that re-opens the ticket instead of creating a new one in Autotask. This would allow the person that responds to the re-opened Escalation to see the notes documented for the original incident. This may help provide additional context while still notifying us directly through Autotask.