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Mikael Mårtensson
Adhésion le 23 nov. 2021
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Dernière activité le 28 juin 2024
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Dernière activité effectuée par Mikael Mårtensson
Mikael Mårtensson a ajouté un commentaire,
CommentaireTicket management
I have now performed some initial testing and below are some feedback I have so far. I will continue the testing so more information to follow:
- Tags are very useful but it would be great if these tags are also reflected for the ticket fields. That way opening a ticket in the UI would also reflect the changes made on the closed ticket and the statistics in explore would be correct immediately. As several others has also commented on already.
- One feature that I would like to request is the ability to update the group and agent on a ticket. Each time a reorganization is done within our corporate group or we have an M&A we need to add specific rules both for triggers, automations, views in support and specific calculations, dashboards in explore. This makes the system very complex in the long run. With the ability to update the group and agent on closed tickets we could run an update on the tickets and would not require any changes at all to the logic in the system.
- One interesting function would also be to be able to update the requester on a closed ticket. This is especially useful if someone by mistake removes a user from the system to be able to readd the link to the user and thereby also the statistics would be correct.
With the last two options it would be enough to be able to change the id that was linked from the ticket to a new one.
Afficher le commentaire · Publication le 28 juin 2024 · Mikael Mårtensson
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