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Prathiba Sugumar

Joined Jan 11, 2023

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Last activity Oct 11, 2023

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Latest activity by Prathiba Sugumar

Prathiba Sugumar commented,

CommentBusiness rules

Any advice on this pls?

For Notify requester and CCs of comment update, How to personalise the email based on who is CC'd? 

Example: If 2 users are CC'd and 1 user has the email domain abc.com, then the email should contain 'additional' information. If they dont have the abc.com domain in their email, the email should not contain the additional information.

View comment · Posted Oct 03, 2023 · Prathiba Sugumar

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Prathiba Sugumar commented,

CommentTicket automation and collaboration

Hi there, 

Under Objects and rules -> Settings, there is a CC email to customize the outgoing CC email. Can this be customised to customise the email depending on who is CC'd. 

If CC'd user 1 has email domain abc.com, then the outgoing email should have certain information , and other CC'd users without the domain abc.com should not receive the email with the additional information. The below liquid works well if there is one CC'd person and the logic checks the email domain and includes or omits the special information but fails when multiple users are CC'd with different domains.

 

{% for cc in ticket.ccs %}
  {% if cc.email contains '@abc.com' %}
  CC'd person is {{ cc.email }}
 The request is from: {{ ticket.organization.name }} 
  {% else %}
  {% endif %}
{% endfor %}
{{ticket.comments_formatted}}  

View comment · Posted Oct 03, 2023 · Prathiba Sugumar

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Prathiba Sugumar commented,

CommentExplore recipes

I am having a very basic report to display the Full Resolution Time brackets and First Resolution Time Brackets. As per the definition - "The time between when the ticket was first opened, and the first time / last time it was set to solved"

But the report that I have includes several tickets - that has never been set to 'Solved' even once. What could be the reason here? 

View comment · Posted Jan 11, 2023 · Prathiba Sugumar

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