Claire Valentine

Thanks Dane

I can give that a go - my challenge is going to come when selecting tickets to automatically show at specific hours.  We've got 7 different active schedules, with tickets spread amongst them, and the challenge is to focus the team who are working at any particular hours on the tickets that are "in contract hours"

The really frustrating issue is that I can see in Triggers, I can set "Within Business Hours" as a criteria, which I could use to set a Custom Field or a tag, but without anything else changing to trigger the trigger based on the current time, then it will never run.

Thank you again,

Claire

We have a number of schedules set up for our different customers that overlap, so during any 24-hour period, different tickets will be active at different times.

To make the life of our agents easier, we are looking for a way of filtering tickets so we only see ones where the schedule is active, but have not been able to find a way to do this.

Ideally, it would be in a view - so, for example, if we have Customer A, whose schedule runs 9-5 UK and Customer B, whose schedule runs 8-Midnight UK, then we would like it so if someone looks at the view at 8.30am, they only see Customer B's tickets - then once reach 9am, we want to see both customers' tickets.  Then at 5, we only wish to see Customer B's tickets, then between Midnight and 8am, we don't want to see either customers' tickets.

We would like to be able to stop or notify agents when adding a cc that is not either within our "home" organisation or in the requester's organisation.

For Example - if we are supportco.com and our customer is customerco.com.

If a cc is added as person@thirdparty.com we would like to be able to display a message "Warning - person@thirdparty.com may not be related to this ticket" or to prevent anyone whose email address is not on the supportco.com or customerco.com domain.

The idea is that it would prevent anyone being copied in error on tickets, which, when we have a lot of end users, many with the same first names, is an easy mistake to make.

 

Thank you!