Hello Team - We have a scenario where whenever a workitem comes between 5pm-8am it will be moved to the custom "delayed" status.  And we want the tickets in the delayed status to auto transition to "open" state every day at 8 am. We are unable to achieve with the auto transition rules, what we observed was if the routing state is idle the auto transition doesn't come into effect.
It only works when the routing state is "connected " and workitem assigned to an agent.

How and what needs to be done to achieve what we intend to?

Thanks
Shakti

#DigitalChannels

------------------------------
Shakti Joshi
Accountant
------------------------------

Hi Shakti,

Can you provide a little more information on the custom "delayed" status.  Is this a status you have created?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 02-06-2025 00:42
From: Shakti Joshi
Subject: Auto transition workitem status

Hello Team - We have a scenario where whenever a workitem comes between 5pm-8am it will be moved to the custom "delayed" status.  And we want the tickets in the delayed status to auto transition to "open" state every day at 8 am. We are unable to achieve with the auto transition rules, what we observed was if the routing state is idle the auto transition doesn't come into effect.
It only works when the routing state is "connected " and workitem assigned to an agent.

How and what needs to be done to achieve what we intend to?

Thanks
Shakti

#DigitalChannels

------------------------------
Shakti Joshi
Accountant
------------------------------