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Prathiba Sugumar

已加入2023年1月11日

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最后活动2023年10月11日

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Prathiba Sugumar 进行了评论,

评论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.

查看评论 · 已于 2023年10月03日 发布 · Prathiba Sugumar

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Prathiba Sugumar 进行了评论,

评论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}}  

查看评论 · 已于 2023年10月03日 发布 · Prathiba Sugumar

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Prathiba Sugumar 进行了评论,

评论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? 

查看评论 · 已于 2023年1月11日 发布 · Prathiba Sugumar

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