Enhancements:
Enhanced Ticket Access Restrictions
Going forward, the following categories of tickets will be visible to agents only in the support portal, and not in the agent portal:
For an agent with restricted scope: Tickets in which the agent is also the requester, but are assigned to someone else
For an agent with group scope: Tickets in which the agent is also the requester, but are assigned to groups that the agent is not a member of
New View: Tickets I Requested
This new view will display the following categories of tickets:
For an agent with restricted scope: Tickets in which the agent is also the requester, and is assigned to the agent themselves
For an agent with group scope: Tickets in which the agent is also the requester, and are assigned to a group that the agent belongs to
For an agent with global scope: All tickets in which the agent is also the requester
API V2 for Tickets: Changes to Attribute Names
The following attributes have been renamed in the “Stats” include output for the “View” and “List All” operations:
first_resp_time_by_bhrs =(becomes)=> first_resp_time_in_secs
resolution_time_by_bhrs =(becomes)=> resolution_time_in_secs