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Susan Maher

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Activity overview

Latest activity by Susan Maher
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    Susan Maher commented,

    Jonathan, You have a couple of ways of testing SLA policies.  One way is to use a Sandbox System.  I set up all my work in the Sandbox first and test there before implementing in production.  Howev...

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    Susan Maher commented,

    Anais, Sounds like you have it covered so it should work  Again, I do not know your processes.  I believe it should work.  it is a great solution.  I believe a cleaner solution than what I actually...

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    Susan Maher commented,

    Anais, If you add a condition to your policy such as checking if Type is Task and then setting the ticket to Task, the Policy will then will apply only to tickets that are not Tasks.  This will sto...

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    Susan Maher commented,

    Anais, Yes, the ticket will go back to open.  Regards, Susan

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    Susan Maher commented,

    Anais, I believe that the clearer answer is a public comment entered by an end user.  

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    Susan Maher commented,

    I agree with the above except that we need either custom fields to be smarter (like system fields) or we need a secondary assignee to be added as a system field.  We need to be able to test this fi...

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    Susan Maher commented,

    Mateusz Sorry for the typos.  I was a crazy day at work today and I had some issues with my own SLAs as well.  I have to add some more logic for my enhancements.  But back to your case, I would lik...

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    Susan Maher commented,

    Mateusz, You can set up a Policy that checks for tickets that have not Public comments and set the Agent Work Time and the Requester Work times.  This will work  You can manage these tickets that w...

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    Susan Maher commented,

    Mateusz S 1. Is First reply time SLA counted correctly also for tickets with no public comment? E.g. tickets for missed chats with internal note only? ANSWER:  SLAs work on Public Comments ONLY.  F...

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    Susan Maher commented,

    Aidan, No, I am in the US. :)