Susan Maher
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Activity overview
Latest activity by Susan Maher-
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...
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Susan Maher commented,
Recently we noticed that some users that were suspended have become unsuspended however we do not have any entries in the log. This is very serious as these users need to remain suspended. We hav...
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Susan Maher commented,
This solution has a problem. If I want to restrict a form so only managers can update the form, this trigger will not prevent anyone from updating the form before the notification goes out. This ...
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Susan Maher commented,
It will soon be 2020 any updates? The only solution we have at this time is to copy and paste and we lose the customer's name in the entry.
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Susan Maher commented,
To expand on my previous entry we have defined two custom fields: Owner and Owner Group. We have also defined triggers that will automatically set the Owner and Owner group according to certain cr...