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Susan Maher

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Activity overview

Latest activity by Susan Maher
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    Susan Maher commented,

    Amanda, While the system only give you those two choices, you can get creative.  You have the ability to define your schedule however you desire.  Therefore, if you would like to have SLAs breach a...

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    Susan Maher commented,

    Amanda,  SLA can be defined as Calendar hours or business hours.  Calendar hours means that SLA assumes that you are going to respond 24x7 and therefore SLA will breach on any day of the week whene...

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    Susan Maher commented,

    Is it possible to attach more than one file at one time?  Sometimes out customers need to send us 2 or 3 files as documentation for their problem.  At this time, they need to attach one file at a t...

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    Susan Maher commented,

    Jim, You may want to consider using Agent Work Time.  Otherwise it will get complicated.

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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...