How to Handle Accidental Customer Responded Tickets

How to Handle Accidental Customer Responded Tickets

There’s a case in Autotask where a ticket status change can trigger an error in Rocketship.

Use case

  1. A new ticket comes in with status New.

  2. The ticket contact replies. Autotask updates the status to Customer Responded.

  3. Rocketship is set to auto-schedule when a ticket is Customer Responded.

  4. Rocketship sees there’s no assigned resource and throws an error.

The issue is simple: Rocketship tries to schedule the ticket based on the Customer Responded rule, but the ticket hasn’t been dispatched yet.

You can fix this in two ways:

Option 1: Ignore auto-scheduling when no resource is assigned

Tell Rocketship to skip scheduling if the ticket has no primary resource.
Set Skip if No Primary Resource = Yes (see screenshot).


Option 2: Use an Autotask WFR

Create a workflow rule that resets Customer Responded → New when no resource is assigned.
This pushes the ticket back to a proper starting point until dispatch happens.
See the screenshot for the WFR conditions.


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