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Lou
已加入2021年4月15日
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最后活动2024年7月01日
I've been an administrator for 5 years, specializing in business rules.
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的最新活动 Lou
Lou 进行了评论,
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.
查看评论 · 已于 2023年1月11日 发布 · Lou
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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.
查看评论 · 已于 2023年1月11日 发布 · Lou
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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.
查看评论 · 已于 2023年1月06日 发布 · Lou
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Lou 进行了评论,
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.
查看评论 · 已于 2023年1月06日 编辑 · Lou
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You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.
查看评论 · 已于 2023年1月03日 发布 · Lou
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I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.
查看评论 · 已于 2023年1月03日 发布 · Lou
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