Búsquedas recientes
No hay búsquedas recientes

Lou
Incorporación 15 abr 2021
·
Última actividad 01 jul 2024
I've been an administrator for 5 years, specializing in business rules.
Seguimientos
0
Seguidores
2
Actividad total
620
Votos
148
Suscripciones
216
RESUMEN DE LA ACTIVIDAD
INSIGNIAS
ARTÍCULOS
PUBLICACIONES
COMENTARIOS DE LA COMUNIDAD
COMENTARIOS DE ARTÍCULOS
RESUMEN DE LA ACTIVIDAD
Última actividad de Lou
Lou hizo un comentario,
Is that the first event? If so, it looks like it's being set when the ticket is created. How is the ticket being created? (email, API, chat, etc.)
Ver comentario · Publicado 30 jun 2024 · Lou
0
Seguidores
0
Votos
0
Comentarios
Lou hizo un comentario,
This is the first place I would look:
Also, look at the events on the ticket(s) that won't change to pending. There may be a trigger firing that's overriding your status.
Ver comentario · Publicado 11 ene 2023 · Lou
0
Seguidores
0
Votos
0
Comentarios
Lou hizo un comentario,
Couple of questions:
What is your subscription level (Admin Center>Account>Billing>Subscription)
Also, can you look at the permissions for that agent's role? (Admin Center>People>Team>Roles)
I would suspect there's a limitation in that agent's role.
Ver comentario · Publicado 11 ene 2023 · Lou
0
Seguidores
0
Votos
0
Comentarios
Lou hizo un comentario,
You can do this via API, but that is way over my head. Our developers here use Excel files and .Net programming to do it.
Ver comentario · Publicado 10 ene 2023 · Lou
0
Seguidores
0
Votos
0
Comentarios
Lou hizo un comentario,
To the best of my knowledge, that functionality is not available, nor is it on any roadmap that I'm aware of. You "can" export your audit log and manually manipulate that date, but it would be somewhat time consuming.
Ver comentario · Publicado 06 ene 2023 · Lou
0
Seguidores
5
Votos
0
Comentarios
Lou hizo un comentario,
To echo Brett's comments, post something on here. We may be able to help. I've had my own frustrations with ZD support, but this community is a great resource.
Ver comentario · Publicado 06 ene 2023 · Lou
0
Seguidores
0
Votos
0
Comentarios
Lou hizo un comentario,
Zilvia Permata Sari - Innovation Team
We do this with a trigger. Set your conditions (i.e. ticket is created, etc.) then use the following actions:
Assignee is current user
Add tag (whatever you want to prevent the trigger from firing again)
Status Open
One of your conditions will need to be Tags contain none of the following (the tag you add in the actions).
If you need more detail, let me know.
Ver comentario · Editado 06 ene 2023 · Lou
0
Seguidores
0
Votos
0
Comentarios
Lou hizo un comentario,
You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.
Ver comentario · Publicado 03 ene 2023 · Lou
0
Seguidores
0
Votos
0
Comentarios
Lou hizo un comentario,
I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.
Ver comentario · Publicado 03 ene 2023 · Lou
0
Seguidores
2
Votos
0
Comentarios
Lou hizo un comentario,
Did you try agent.email? It should return the assignee.
Ver comentario · Publicado 02 ene 2023 · Lou
0
Seguidores
1
Voto
0
Comentarios