Stéphanie Cettou
Joined Oct 16, 2021
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Last activity Jan 05, 2022
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Latest activity by Stéphanie Cettou
Stéphanie Cettou commented,
Hello, I modified today my Agents tags, including new tags. However, I have a doubt: will these tags being available to be filtered also on tickets in the past, using the "Attribute name" as "Updater tags" ? Would those be linked and saved to the past update?
Or, Explore will do the link with the Updater name and his actual/new tag?
thank you!
View comment · Posted Jan 05, 2022 · Stéphanie Cettou
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Stéphanie Cettou commented,
Hello,
in the default query "Agent updates: Agent updates [default]" there is a filer on "Updater role" for Admin and Agent. This would meand that for this query "Public comments" would only refers to comments applied by Admin and Agents. Right? Excluding End-Users.
To summarize, it would be the equivalent of the Agent comments. Is this correct?
View comment · Posted Jan 05, 2022 · Stéphanie Cettou
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Stéphanie Cettou commented,
Hello,
it seems that for a defined period, my "Public comments" filtered on Admin and Agent are different with the "Agent replies" data.
Where the difference could come from ?
Thank you,
Stéphanie
View comment · Posted Oct 06, 2021 · Stéphanie Cettou
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Stéphanie Cettou commented,
Hello,
thank you very much for these answers!
Unfortunately, this method doesn't really work for me, as I would only have the ticket #.
It would not work on our process to run an API for every ticket. We would like to be proactive and if I ask an agent to run the macro to copy the internal ID, we will not always remember to do it.
The thing is that I don't want to follow exactly the flow to redirect an e-mail into a ticket.
I would like to use an external web service, to add a notification into a specific ticket.
Not sure if clear. However, indeed, the only information that I would have is the ticket number.
Best,
View comment · Posted Oct 03, 2019 · Stéphanie Cettou
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Stéphanie Cettou commented,
Hello,
I found this post of 4 years ago. But from my understanding, the only solution would be to run a macro ticket by ticket and copy-paste the ID provided, right ?
This unfortunately would not work for me, as I would like to receive a notification email from am other system, based in the ticket #.
Is a similar solution available now ?
Otherwise, is there a Web API that would permit a similar behaviour ?
Thank you very much
View comment · Posted Sep 30, 2019 · Stéphanie Cettou
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