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I can't believe I didn't notice this earlier, but WHD sets the 1st response date when an action rule is applied to a ticket...even if no note is added. I have a support case pending, but this is a pretty big deal and wanted to see if anyone had a fix for this, and if not, it seems this is something that should either be…
Currently, the Open Date on a ticket is set to when a client user starts the ticket (e.g., starts typing the ticket). Then, when the client clicks the Save button, the Last Updated and the Creation Date values are set to the time of the save event. The tech who responds to the ticket can enter a note no earlier than the…
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