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Lou
Joined Apr 15, 2021
·
Last activity Jul 01, 2024
I've been an administrator for 5 years, specializing in business rules.
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Latest activity by Lou
Lou commented,
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.)
View comment · Posted Jun 30, 2024 · Lou
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Lou commented,
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.
View comment · Posted Jan 11, 2023 · Lou
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Lou commented,
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.
View comment · Posted Jan 11, 2023 · Lou
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Lou commented,
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.
View comment · Posted Jan 10, 2023 · Lou
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Lou commented,
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.
View comment · Posted Jan 06, 2023 · Lou
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Lou commented,
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.
View comment · Posted Jan 06, 2023 · Lou
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Lou commented,
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.
View comment · Edited Jan 06, 2023 · Lou
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Lou commented,
You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.
View comment · Posted Jan 03, 2023 · Lou
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Lou commented,
I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.
View comment · Posted Jan 03, 2023 · Lou
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Lou commented,
Did you try agent.email? It should return the assignee.
View comment · Posted Jan 02, 2023 · Lou
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