Tiann Nelson-Luck

1. Advice and troubleshooting
2. Users, groups, and organizations
3. What is the difference between ticket permissions set at the organization level and at the user level?

Hi Sahar!  Thank you for reaching out! This one is a little tricky!  You can't give a single user access to view all org ticket and add comments, but not the ability to add comments for everyone el...

• View comment
• Tiann Nelson-Luck
• Created May 07, 2018 20:49
• 0 votes

1. Advice and troubleshooting
2. Business Rules
3. How do I add a hyperlink to a trigger?

Hi Emily!  That would be the text you want hyperlinked!  i.e. <a href="www....com">here</a> That would display as, "For more information, please click here.", with t...

• View comment
• Tiann Nelson-Luck
• Created April 27, 2018 16:42
• 0 votes

1. Advice and troubleshooting
2. Business Rules
3. How do I add a hyperlink to a trigger?

Hi Emily,  Thanks for reaching out!  Try something like the following to hyperlink to an external site in your trigger:  <a href="url">link text</a> Hope this helps! Have a gr...

• View comment
• Tiann Nelson-Luck
• Created April 27, 2018 15:39
• 0 votes

1. Advice and troubleshooting
2. Business Rules
3. Can I notify a group if a ticket has not been updated?

Hey Darwin!  Thank you! :) I'm glad it helps! For the condition Ticket: Hours since assignee update > (calendar) Greater than > 24, you can change that number to whatever works best for your ...

• View comment
• Tiann Nelson-Luck
• Created April 24, 2018 13:52
• 0 votes

1. Advice and troubleshooting
2. Business Rules
3. Can a trigger run retroactively on tickets?

Hi Micah,  I discussed this with my team internally, and the key instruction that the sentence was missing was "manually". Each ticket would have to be manually updated with the previous ...

• View comment
• Tiann Nelson-Luck
• Created March 05, 2018 15:40
• 0 votes

1. Advice and troubleshooting
2. Business Rules
3. Is it possible to get usage data on macros, triggers, and automations?

Hi Pedro, That behavior is expected! Our API pagination only returns 100 results per page for most endpoints.  When the response exceeds the per-page maximum, you can paginate through the records b...

• View comment
• Tiann Nelson-Luck
• Created February 25, 2018 16:06
• 1 vote

1. Advice and troubleshooting
2. Business Rules
3. Can I be notified when a problem ticket has reached a certain number of incidents?

Hi Bradley, That is correct! The field would need to be checked individually for all incident tickets linked to a dev problem ticket when an agent is updating the ticket. Depending on your workflow...

• View comment
• Tiann Nelson-Luck
• Created February 25, 2018 15:41
• 0 votes