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Lou
Beigetreten 15. Apr. 2021
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Letzte Aktivität 01. Juli 2024
I've been an administrator for 5 years, specializing in business rules.
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Lou hat einen Kommentar hinterlassen
Is that the first event? If so, it looks like it's being set when the ticket is created. How is the ticket being created? (email, API, chat, etc.)
Kommentar anzeigen · Gepostet 30. Juni 2024 · Lou
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Lou hat einen Kommentar hinterlassen
This is the first place I would look:
Also, look at the events on the ticket(s) that won't change to pending. There may be a trigger firing that's overriding your status.
Kommentar anzeigen · Gepostet 11. Jan. 2023 · Lou
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Couple of questions:
What is your subscription level (Admin Center>Account>Billing>Subscription)
Also, can you look at the permissions for that agent's role? (Admin Center>People>Team>Roles)
I would suspect there's a limitation in that agent's role.
Kommentar anzeigen · Gepostet 11. Jan. 2023 · Lou
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Lou hat einen Kommentar hinterlassen
You can do this via API, but that is way over my head. Our developers here use Excel files and .Net programming to do it.
Kommentar anzeigen · Gepostet 10. Jan. 2023 · Lou
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To the best of my knowledge, that functionality is not available, nor is it on any roadmap that I'm aware of. You "can" export your audit log and manually manipulate that date, but it would be somewhat time consuming.
Kommentar anzeigen · Gepostet 06. Jan. 2023 · Lou
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To echo Brett's comments, post something on here. We may be able to help. I've had my own frustrations with ZD support, but this community is a great resource.
Kommentar anzeigen · Gepostet 06. Jan. 2023 · Lou
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Zilvia Permata Sari - Innovation Team
We do this with a trigger. Set your conditions (i.e. ticket is created, etc.) then use the following actions:
Assignee is current user
Add tag (whatever you want to prevent the trigger from firing again)
Status Open
One of your conditions will need to be Tags contain none of the following (the tag you add in the actions).
If you need more detail, let me know.
Kommentar anzeigen · Bearbeitet 06. Jan. 2023 · Lou
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You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.
Kommentar anzeigen · Gepostet 03. Jan. 2023 · Lou
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I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.
Kommentar anzeigen · Gepostet 03. Jan. 2023 · Lou
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Did you try agent.email? It should return the assignee.
Kommentar anzeigen · Gepostet 02. Jan. 2023 · Lou
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