Organization requirements for ticket handling

3 コメント

  • Jessie Schutz

    Hi Jodie!

    At what point does that tag get added? Is it automatic based on the Org?

    Do you have any triage process in place? My thought is that your triage agents (if you have them) could apply a macro with the internal note you mentioned.

    I'm going to ping our Community Moderators about this, and I've also flagged your post to be included in our Community Roundup to get it more visibility!

    0
  • Heather R

    Hi @Jodie,

    We have something similar.  We do have a Notify Target where we set up a Target for Posting a private comment first (using an API token there I believe) and now we have it available in all our triggers.

    However, if you can't figure that out because of my inexcusably absent directions, would an email notification to the assigned group or other agents be ok?

    If yes, the tag added to your organization is great. The tag, as you know, will be inherited by all the tickets created for that Organization.  Simply create a Trigger that looks for the conditions:

    Meet ALL:

    Tag - contains at least one of the following ---abctag---

    Tags contain none of the following ---auto_notify_changecontrol_needed--- (adding a unique tag here and below makes it fire only once per ticket)

    Meet ANY:

    Ticket is created

    Ticket is updated (I like adding this here in case you add the tag to the organization late and a ticket is already in process and therefore skips the "Ticket is created" condition)

    Actions:

    Email (group, user, whatever LOL)

    add tags ---auto_notify_changecontrol_needed---  (adding a unique tag here and above makes it fire only once per ticket)

    I hope this is somewhat helpful and gets you on your way!

     

    0
  • Andrew J

    Another thing I'd look at it adding a private note to the ticket automatically using a http target.

    There are a few tutorial for doing similar things - get back here if you are stuck.

    0

ログインしてコメントを残してください。

Powered by Zendesk