Applies to: SharePoint Online and On-premises (2013, 2016, 2019 and SE)
Application type: NITRO Helpdesk, NITRO Facilities, NITRO Request Management and Customer Service 2020
Description
A Ticket is closed by the requester from PortalTicket form or a resolved Ticket is auto-closed 3 days after its ‘Resolved Date’. Sometimes, requester replies to the closed Ticket and we need to notify them to open a new Ticket as the old Ticket has been closed.
This article has steps to configure a NITRO Workflow to notify the Ticket requester/sender on replying to a ticket that was previously closed.
Note: The steps explained below are in relation to the NITRO Helpdesk application.
Detailed steps
Configure a NITRO Workflow on the ‘Email Tickets’ list.
- Navigate to the site -> Application Administration -> Crow Canyon NITRO Apps -> NITRO Workflows as shown below:
2. To configure a new workflow in designer experience, click ‘New’ button -> select the ‘List’ as ‘Email Tickets’ and ‘Event’ as ‘an item is modified’.
Configure NITRO Workflow on one of the following lists for different applications:
| Application name | List name |
| NITRO Helpdesk | Email Tickets |
| NITRO Facilities | Email Work Orders |
| NITRO Request Management | Email Requests |
| Customer Service 2020 | Email Tickets |
3. Click ‘Settings’ button from the ‘WORKFLOW’ ribbon -> Enable trigger options as shown below:
4. Click ‘Conditions’ button and specify workflow conditions using the ‘AND’ operator as shown below:
The conditions specified in the above screenshot are as follows:
| Column Name | Operator | Value |
| Related Ticket ID | equal | afterchange:[[Any]] |
| Related Ticket ID::Status | equal | Closed |
| Title | contains | CaseId |
| Email Type | equal | Incoming Email |
5. Expand ‘Actions’ section from the left-hand panel -> Add a ‘Send Mail’ action to the workflow canvas and configure the action as shown below:
Sample mail template:
To convert ‘Click here’ text into a hyperlink, select the text -> Click ‘Insert hyperlink’ from the mail body toolbar -> Specify web address using the below syntax:
Syntax:
##PortalSiteURL##/SitePages/CCSDisplayForm.aspx?ItemID=[[Related Ticket ID column placeholder]]&FormKey=PortalTicket&WebURL=##BackendSiteURL##&ListID={##TicketsListID##}
Example: https://contoso.sharepoint.com/sites/HELPDESK/Portal/SitePages/CCSDisplayForm.aspx?ItemID=[[RelatedTicketID||Related%20Ticket%20ID]]&FormKey=PortalTicket&WebURL=https://contoso.sharepoint.com/sites/HELPDESK&ListID={35fad0a8-eff2-45b5-b920-815cde86512f}
6. Save the send mail action -> Publish the NITRO Workflow.
