Needing a way to trigger a "Status Change" based on "New Comments Added" to Wrike Projects/Tasks

Hi all,

I am looking for a way to change the status of a ticket after it has been put in a "Completed" status to enter a "Re-Opened" status based on new comments added to the ticket after it has been set in a "Completed" status. This would be a super helpful addition to my current Wrike workspace as my team works on many tickets and needs a way to account for tickets commented on by requestors after they have already been "Completed". I have tried to look into using Workato and APIs as another workaround, but am having no luck in setting up an automation that way as Workato is not able to pick up new comments added correctly from the Wrike side. I would love to know if anyone from the community has been able to recreate anything remotely similar or has a similar use case to mine I look forward to hearing back!

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Florian Kislich

I am looking for an opposite feature:

I'd like to disable the comment section, if a ticket has been marked as closed. :-)

Tiffany Sands

Hi @Sydney Nguyen Could you use a Custom Field instead?

You could make the procedure that if the Ticket is closed then instead of Leaving a comment they need to put their reply in the Field. Then have an automation that if the status is closed but that field is changed to reopen your ticket.

You could also have an automation to update with a comment when someone fills out the field.

Tiffany Sands

@Florian Kislich

Can you move them into a folder where people only have a Read Only permission so that they can't comment? I understand why that may not work. But finding a way to change the Users permission seems like the best bet. Please let us know if you figure this out, I'd be interested to know. 😄

Alain Jacquot

I would love either option and I can work with either.

Our main issue is similar, we have completed tasks where people add additional requests via comments, and forget to change the status... so it would be nice to either:
- cannot comment unless you change the status first
- commenting changes the status automatically

Florian Kislich

Hi Tiffany,

thanks for adding your thoughts. I agree it would be a quite good solution to move completed tasks to a subfolder with restricted rights (read-only). Unfortunately selective sharing is available for Enterprise accounts and higher only. (Selective Sharing – Wrike Help Center). Without this feature I'd have to move the tasks to a complete different folder structure what makes it harder to find.

Florian

Sydney Nguyen

Hi @Tiffany Sands thank you for the idea! I might look into doing this : )