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Yamile Martinez

Entrou em 15 de abr. de 2021

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Última atividade em 27 de out. de 2021

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Yamile Martinez criou uma publicação,

Publicação Feedback - Ticketing system (Support)
Update Zendesk Ticket Data after Closed

We need a way to fix data after the ticket is closed if not Zendesk ticket data is no good for reporting and charting.  All users are human and make mistakes, these are not caught before they are closed, therefore, we need a way to fix if we find that the tickets are reflecting something incorrectly.  Currently, we cannot provide reporting to our customers because the data is reflecting wrong; this would entail for us to download to an Excel and manually manipulate the incorrect data.

This is not feasible; can we get something that will enable an Admin to fix Ticket Data already created and closed? 

Even Jira allows you to edit after it has been closed and all other applications.  We need this for at least the Admin Users to fix data

Thanks,

Yami

Publicado 23 de jul. de 2020 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Feedback - Help Center (Guide)
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Exibir comentário · Publicado 24 de set. de 2019 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Feedback - Help Center (Guide)
Comunidade

Hi, 

I totally agree; we ended up changing the code and for us it works great:.  In addition, we changed the dates to reflect the Month DD, YYYY HH:MM format.

Code changes are in the requests_page.hbs



{{breadcrumbs}}



{{#form 'requests_filter' class='request-table-toolbar'}}
{{input 'query' id='quick-search' type='search' class='requests-search'}}

{{label 'organization' for='request-organization-select' class='request-filter'}}
{{select 'organization' id='request-organization-select' class='request-filter'}}
{{subscribe}}
{{label 'status' for='request-status-select' class='request-filter'}}
{{select 'status' id='request-status-select' class='request-filter'}}

{{/form}}
{{#if query}}

{{t 'requests_search_results_info' count=requests.length query=query}}

{{else}}
{{#unless requests}}

{{t 'no_requests'}}


{{/unless}}
{{/if}}

{{#if requests}}









{{#isnt current_filter.identifier 'my'}}

{{/isnt}}




{{! FLX MOD: add Internal Priority, Type, Environment, Linked Ticket to the table }}









Flx
Priority		 {{#link 'requests' sort_by='id'}}ID{{/link}}{{t 'subject'}}{{#link 'requests' sort_by='created_at'}}{{t 'created'}}{{/link}}{{t 'requester'}}{{#link 'requests' sort_by='status'}}{{t 'status'}}{{/link}} Request
Type		EnvironmentBugzilla
ID		Linked
Ticket		Duplicate
Ticket

Exibir comentário · Publicado 24 de set. de 2019 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Discussion - Tips and best practices from the community
Comunidade

Thanks Kev! 

Exibir comentário · Publicado 09 de jul. de 2019 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Discussion - Tips and best practices from the community
Comunidade

Hi Kev,

Thanks for the confirmation, 

I am still having the same error 401

"error": "Couldn't authenticate you"

I am not sure where to go from here?

 

HTTP/1.1 401 Unauthorized  
Date Tue, 09 Jul 2019 15:01:49 GMT
Content-Type application/json; charset=UTF-8
Content-Length 37
Connection close
Set-Cookie __cfduid=de597194bed2891a892a0a2b059df58151562684509; expires=Wed, 08-Jul-20 15:01:49 GMT; path=/; domain=.farelogixpartnersupport.zendesk.com; HttpOnly
WWW-Authenticate Basic realm="Web Password"
Strict-Transport-Security max-age=31536000;
Cache-Control no-cache
X-Zendesk-Origin-Server app59.pod13.usw2.zdsys.com
X-Request-Id 4f3b2ce6a8a72a47-SEA
X-Runtime 0.054535
X-Zendesk-Request-Id 53013f6df620e5fa7293
Expect-CT max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct"
Server cloudflare
CF-RAY 4f3b2ce6a8a72a47-SEA 
{
  "error": "Couldn't authenticate you"
}

Exibir comentário · Publicado 09 de jul. de 2019 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Discussion - Tips and best practices from the community
Comunidade

Hi Kev,

I tested and i am getting HTTP Errors; can it be because i did not place a User/Password?  If so, what would this be, my sign on ID and Password?

Thanks,

Yami

Exibir comentário · Publicado 09 de jul. de 2019 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Discussion - Tips and best practices from the community
Comunidade

Thanks Kev!

This is exactly what i needed to do.  I will still need to test it but it is pretty straight forward.

Thanks again,

Yami  :=]

Exibir comentário · Publicado 08 de jul. de 2019 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Feedback - Help Center (Guide)
Comunidade

Hi Chuck,

Yes please, i am very interested in the Export to Excel; can you share?

Thanks,

Yami

Exibir comentário · Publicado 24 de jun. de 2019 · Yamile Martinez

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Yamile Martinez comentou,

Comentário na comunidade Feedback - Help Center (Guide)
Comunidade

I agree, this is a must-have in my eyes, since we must be able to provide at a glance all these custom fields that are applicable to your industry to provide the customer the detail to narrow down the time spent reviewing each ticket to see which one is the one they want to make a comment on.

Thanks,

Yami

Exibir comentário · Publicado 20 de jun. de 2019 · Yamile Martinez

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