Susan Maher
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Activity overview
Latest activity by Susan Maher-
Susan Maher commented,
Travis McClay - Below is the definition of the target. I hope it is legible.
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Susan Maher commented,
Sana, the way we work is that Severity determines Urgency of the issue while Priority determines order in which we work the issue once once it is determined it is a problem. Severity is set by the...
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Susan Maher commented,
We have a custom field called severity and base our SLAs on that field. We use Priority as a secondary field because it is there and does things automatically. The thing is that we have to set a ...
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Susan Maher commented,
Last night I was able to implement the suggestions in this article (and others) and I am able to add either a public or a private comment using the trigger. My case was on where during a process ...
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Susan Maher commented,
Since the order of the SLA policies matter to ensure they get applied to the correct ticket how can we reorder the Policies without deleting them and redefining. I am in the process of improving o...
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Susan Maher commented,
Explore is lacking the option for the user to organize their reporting environment. The more we work with it, the more difficult is to navigate through the mess. I have now instituted naming conv...
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Susan Maher commented,
We are trying to grow our customer usage of our online Guide so at this time most of our tickets are opened via email or phone. It is difficult for me to find a ticket that has events in the Sunsh...
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Susan Maher commented,
We also had a need to know who updated the ticket last and we had trouble identifying it easily because we have some automated processes that updated the ticket as well. This is a little long. I ...
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Susan Maher commented,
Totally concur.
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Susan Maher commented,
I can see reasons why an agent can read internal notes for tickets that are not in their group. It will depend on how an organization works. However, I agree that we should have this as an option...