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Alfred Marti

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Activity overview

Latest activity by Alfred Marti
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    Alfred Marti commented,

    1. Agent guide
    2. Ticket management
    3. Merging tickets

    Thanks Dane. We will see if macro or custom field will do the magic. As I had mentioned in my initial post, I am not looking at problem management module as its a different concept all together, th...

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    • Alfred Marti
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    Alfred Marti commented,

    1. Agent guide
    2. Ticket management
    3. Merging tickets

    Thanks Dane. Yes, our team has already created and scheduled this report. However, what will help the most is a linkage between Master(ticket into which other tickets were merged) and the merged ti...

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    • Alfred Marti
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    Alfred Marti commented,

    1. Explore
    2. ...
    3. How to create and update reports
    4. What Explore reporting options are available for merged tickets?

    Can an enhancement be done so that a parent child relationship is maintained and can be reported on for Merged tickets?

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    • Alfred Marti
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    Alfred Marti commented,

    1. Agent guide
    2. Ticket management
    3. Merging tickets

    While I know that currently there is no report that lists down merged tickets and merged into. Typically, this is referred to as a master ticket and rest of the merged tickets are called as child t...

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