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TLDR: Allow support technician/incident assignee (Service Agent role) to redirect pending Approvals to any end user (Requester role). SWSD needs some options to enable less restrictive Approver options. There are some instances where it is appropriate for the incident assignee to be able to manually select who the Approver…
If a ticket comes in through the portal of email I need to know which agent initially picks it up. Who is grabbing the ticket and then assigning it out to whoever should work the ticket (the assignee). For example, I need to see how many tickets that were submitted through email did my agent view (or pick up) and direct it…
In the WHD product brochure, Administrator's Guide, etc., there are several references to being able to manage tickets by e-mail. I tripped across the commands in the subject line when playing around with Approvals, but I have not been able to find anywhere where this is fully documented. I am looking for full…
For some reason a particular person is receiving email notifications on tickets each time a ticket is re-assigned. There is no action rule that does this, but you can see in the ticket history where they are specifically mentioned as part of the notification. This person does happen to be the Company Manager & Tech Group…
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