Lauryna Naseviciute

Hi, I support what's been said. It'd be best either to give us more control over who's assigned to the combined workstream or assign only the people who are assigned to all the standard workstreams in the combined one as well. 

Hi, I have a few questions about ‘Using triggers on child ticket status updates’ and private and public comments.

- The options we have in triggers are pretty limited (Created/Closed/Replied to/Reopened) and I couldn't say they work all the time. For one, when the Child ticket is Solved, it doesn't trigger the action set in the trigger or is it supposed to trigger the action when the Child ticket is Closed (which by default happens after 4 days)? Could you clarify what could be the use case for action when the Child ticket is closed after 4 days?
- The possibility to use private comments in side conversations. How does it interact with the triggers? The issue I see with using internal notes in SC is that I cannot reopen the parent ticket using triggers, once the Child ticket is Replied to with an internal note. We'd like to use internal notes for child tickets, but they don't seem to work with triggers. Or should they work in this EAP?
I'll await your comments.

Hi, I'm using this same formula to get an update timestamp in attributes, when the ticket is assigned from one group to another. However, I'm getting multiple timestamps, is there any way to get only the first timestamp? My goal is to calculate the duration from ticket creation to being assigned to this particular group.

IF ([Changes - Field name] = "group_id" AND 

[Changes - Previous value] = "36000000xxxx" AND 

[Changes - New value] = "3600000xxxxx") THEN

[Update - Timestamp]

ENDIF