Pesquisas recentes
Sem pesquisas recentes

Lou
Entrou em 15 de abr. de 2021
·
Última atividade em 01 de jul. de 2024
I've been an administrator for 5 years, specializing in business rules.
Seguindo
0
Seguidores
2
Atividade total
620
Votos
148
Assinaturas
216
VISÃO GERAL DA ATIVIDADE
MEDALHAS
ARTIGOS
PUBLICAÇÕES
COMENTÁRIOS NA COMUNIDADE
COMENTÁRIOS EM ARTIGOS
VISÃO GERAL DA ATIVIDADE
Atividade mais recente por Lou
Lou comentou,
Is that the first event? If so, it looks like it's being set when the ticket is created. How is the ticket being created? (email, API, chat, etc.)
Exibir comentário · Publicado 30 de jun. de 2024 · Lou
0
Seguidores
0
Votos
0
Comentários
Lou comentou,
This is the first place I would look:
Also, look at the events on the ticket(s) that won't change to pending. There may be a trigger firing that's overriding your status.
Exibir comentário · Publicado 11 de jan. de 2023 · Lou
0
Seguidores
0
Votos
0
Comentários
Lou comentou,
Couple of questions:
What is your subscription level (Admin Center>Account>Billing>Subscription)
Also, can you look at the permissions for that agent's role? (Admin Center>People>Team>Roles)
I would suspect there's a limitation in that agent's role.
Exibir comentário · Publicado 11 de jan. de 2023 · Lou
0
Seguidores
0
Votos
0
Comentários
Lou comentou,
You can do this via API, but that is way over my head. Our developers here use Excel files and .Net programming to do it.
Exibir comentário · Publicado 10 de jan. de 2023 · Lou
0
Seguidores
0
Votos
0
Comentários
Lou comentou,
To the best of my knowledge, that functionality is not available, nor is it on any roadmap that I'm aware of. You "can" export your audit log and manually manipulate that date, but it would be somewhat time consuming.
Exibir comentário · Publicado 06 de jan. de 2023 · Lou
0
Seguidores
5
Votos
0
Comentários
Lou comentou,
To echo Brett's comments, post something on here. We may be able to help. I've had my own frustrations with ZD support, but this community is a great resource.
Exibir comentário · Publicado 06 de jan. de 2023 · Lou
0
Seguidores
0
Votos
0
Comentários
Lou comentou,
Zilvia Permata Sari - Innovation Team
We do this with a trigger. Set your conditions (i.e. ticket is created, etc.) then use the following actions:
Assignee is current user
Add tag (whatever you want to prevent the trigger from firing again)
Status Open
One of your conditions will need to be Tags contain none of the following (the tag you add in the actions).
If you need more detail, let me know.
Exibir comentário · Editado 06 de jan. de 2023 · Lou
0
Seguidores
0
Votos
0
Comentários
Lou comentou,
You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.
Exibir comentário · Publicado 03 de jan. de 2023 · Lou
0
Seguidores
0
Votos
0
Comentários
Lou comentou,
I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.
Exibir comentário · Publicado 03 de jan. de 2023 · Lou
0
Seguidores
2
Votos
0
Comentários
Lou comentou,
Did you try agent.email? It should return the assignee.
Exibir comentário · Publicado 02 de jan. de 2023 · Lou
0
Seguidores
1
Votos
0
Comentários