Alex Hooper

Same here. Please fix this.

Hey Jacob, 

That worked! I was close to the same solution but I was using " - ", instead of " -", which made all the difference. Additionally, being a dropdown, I had to modify your solution slightly. 

{{ticket.ticket_field_option_title_ | split:" -" | first }}

Either way. Thanks for the help!

Thanks for the suggestion, Dave! I saw that article and I've been trying to use the split: option, but I can't get it to work. Also, the use case in the article had to do with nesting, which is similar to my use case, but my values aren't nested. I was hoping I could make it work, but no joy. Still hoping someone has a solution.

I have a custom dropdown field that has the following format:

Model - Inventory Number

Example: Model1 - 141

I want to use liquid markup to keep the model number but remove the hyphen and the inventory number. I've tried various strategies, but to no avail. Does anyone have any suggestions on how to accomplish this?

If I disable manual tagging, tags can still be added to a ticket via an API or will be added if I have a ticket field that has a tag assigned to it, such as in the case of drop-downs or checkbox fields where the tag option is utilized, correct? 

I just want to make sure that any view, trigger, automation, and SLA that has a tag condition won't stop working by disabling the manual tagging because the tags are still being added to the ticket via an API or a ticket field that is utilizing the tag option. 

Great! Thank you for confirming that. 

For clarification, I've created an SLA Policy and included two targets First Reply Time and Next Reply Time. Both are under Normal priority and have the same time duration (16h business).

With the requester's first comments, the policy will only run on the First Reply Time. So the SLA is timing that. Correct?

If the agent responds and then the customer responds again, the Next Reply Time Target will then activate, correct? Since the First Reply Time only measures the time between the first public comment of the requester until the first public comment of the agent. 

I just want to make sure that including two targets like this won't cause the SLA policy to become inactive. 

We're trying to update ticket fields via API. However, we're getting an error because there's a conditional ticket field (required to solve), which we're not inputting a value into during that API push. Since that ticket field requires a value to solve, it rejects the updates. I've seen this scenario when trying to do bulk updates. Is there a way to update via API and avoid this error?

Yep! It does. Thanks.

We have an agent that needs to reach out to two individuals from our technical team. They aren't agents or light agents. If the agent simply cc's their email addresses (user profile created) will they get the email notification and be able to respond to the agent and the customer by hitting reply all? Or do they need to be upgraded to a light agent or agent status to interact with the customer even though they've been cc'd to the conversation?