Terry Knox
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Aperçu des activités
Dernière activité effectuée par Terry Knox-
Terry Knox a ajouté un commentaire,
Just to add to the call for this to be added - we're very keen to know which searches/article views led to tickets, so we can work out how to improve the situation.
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Terry Knox a ajouté un commentaire,
Joshua G - The SLA dataset only has the concept of the final/current ticket assignee, so all breaches will be attributed to them. To my knowledge, there's no way to track breach events to specific ...
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Terry Knox a créé une publication,
Fully clone an Explore dashboard and move cloned reports to an existing Dataset
Currently, it is not possible to clone a dashboard and move all of the cloned reports to another, already existing dataset. The only options currently are to: 1) Clone the dataset too, essentially...
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Terry Knox a ajouté un commentaire,
Came searching for how to have my reports that show certain types of contact by month to show every month, even if there wasn't any contact. Very disappointed to see it can't be done.
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Terry Knox a ajouté un commentaire,
Yes!
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Terry Knox a ajouté un commentaire,
Hello! The big thing we need is the ability to report on SLA performance/adherence based on the ticket assignee at the time of the event. Currently all reporting is based on the current/final assig...
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Terry Knox a ajouté un commentaire,
Looks like a good change, but just to check - is this Agent Workspace only, or old interface too?
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Terry Knox a ajouté un commentaire,
Thanks!
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Terry Knox a ajouté un commentaire,
Justin H - Presumably I can "layer" on Next Reply Time in addition to the other options, to catch cases like this? I'd still want Periodic/Pausable Update to be policies used in almost all other ca...
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Terry Knox a ajouté un commentaire,
Completely baffled by the behaviour of SLA policies when tickets reopen - see bold text below: Periodic Update: If a ticket is reopened with an end user comment, nothing will happen. If a ticke...