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Prathiba Sugumar

参加日2023年1月11日

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前回のアクティビティ2023年10月11日

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Prathiba Sugumarさんがコメントを作成しました:

コメントBusiness rules

Any advice on this pls?

For Notify requester and CCs of comment update, How to personalise the email based on who is CC'd? 

Example: If 2 users are CC'd and 1 user has the email domain abc.com, then the email should contain 'additional' information. If they dont have the abc.com domain in their email, the email should not contain the additional information.

コメントを表示 · 投稿日時:2023年10月03日 · Prathiba Sugumar

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Prathiba Sugumarさんがコメントを作成しました:

コメントTicket automation and collaboration

Hi there, 

Under Objects and rules -> Settings, there is a CC email to customize the outgoing CC email. Can this be customised to customise the email depending on who is CC'd. 

If CC'd user 1 has email domain abc.com, then the outgoing email should have certain information , and other CC'd users without the domain abc.com should not receive the email with the additional information. The below liquid works well if there is one CC'd person and the logic checks the email domain and includes or omits the special information but fails when multiple users are CC'd with different domains.

 

{% for cc in ticket.ccs %}
  {% if cc.email contains '@abc.com' %}
  CC'd person is {{ cc.email }}
 The request is from: {{ ticket.organization.name }} 
  {% else %}
  {% endif %}
{% endfor %}
{{ticket.comments_formatted}}  

コメントを表示 · 投稿日時:2023年10月03日 · Prathiba Sugumar

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Prathiba Sugumarさんがコメントを作成しました:

コメントExplore recipes

I am having a very basic report to display the Full Resolution Time brackets and First Resolution Time Brackets. As per the definition - "The time between when the ticket was first opened, and the first time / last time it was set to solved"

But the report that I have includes several tickets - that has never been set to 'Solved' even once. What could be the reason here? 

コメントを表示 · 投稿日時:2023年1月11日 · Prathiba Sugumar

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