Julian Lasser

@Mark

Thanks again for your time.

Hi Mark,

Thanks for sharing! Question for you: How do you differentiate, when a silver ticket comes in, which of the 2 schedules to apply? I know you use tags for that but what steps (I would assume a trigger) do you apply automatically to the new tickets (that fall into the silver category) coming in to assign the silver tag?

Hope my question was not very confusing!

Julian

Andrei, thank you so much for sharing! Very nice introduction to the topic. I'll definitely be reading the practical examples and tips if you decide to share them too! :D

Julian

Hi Brett,

I also have this same concern, is it possible to share the solution given to Shahd?

Julian

Hi ZD team,

I found this series really useful, thanks for sharing your experience.

If this is a monthly discussion, where are the rest of the series? (unless after 16 months the plug was pulled or not all of them made it to this post)

Thanks,

Julian

Hi Robin,

It seems I can't add more than one tag to the "field options" section of the about custom field, right? This is what I want to do:

I've set up several categories with subcategories in the about field and I want to create reports based on the tags assigned to each one, but you can only report on the "end point" of a category branch. For example:

System::Agreement::Notifications::Email::Notification not sent

Has an "email_not_sent" tag assigned and I can make a report that will show me all tickets classified in this branch, but if I want to make a report that shows all tickets in the following partial branch: System::Agreement::Notifications, how would I go about it? any ideas?

I was thinking about adding different tags representing each of the categories/subcategories of that branch you selected but I think I can't add more than one tag.

Thanks,

Julian