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Replies posted by AlisaB

5 Replies

M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Schedule tickets using workflow

Hi,I am currently try to achieve something similar in our instance using the expression node and a custom state that is called “Waiting”.Basically, whenever an agent sets a ticket to “Waiting”, a date picker field appears on the ticket where they enter how long the ticket will be waiting. When they update the ticket, a workflow gets triggered that updates the due date of the ticket to the date the agent picked + 1 day (using the expression builder). Since agents exclude the status “Waiting” from their ticket views, these tickets don’t bother them. Obviosuly, agents need to be dilligent with their due tickets and notifications so that they don’t miss the due date. Link to expression builder info:Also, this messes with the SLAs for the ticket as it overwrites the default times set per the SLAs but if you’re not (yet) very focussed on them, this could be a workaround. Or you could just set up separate SLAs for these kinds of tickets.I also believe there is a way to just manually update th

11
zachary.king
Skilled Expert
1 year ago
A
Top Contributor
AlisaBTop Contributor
asked in Apps and Marketplace Integrations

How do you handle agent holidays/absences?

Sure thing!Transparency of actions Since the app was installed via my API key, it acts in my name. This leads to the aforementioned confusion among agents as to why I keep unassigning tickets they have just assigned to a colleague. This is the same behaviour as the auto-merger app, but because the auto-merger always adds the same generic comment, I was able to build a workflow that now tags all merged tickets so it’s clearer that it wasn’t me who acted on the ticket. I have been unable to come up with a similar workflow for the out of office app as I cannot find a suitable trigger for it Limited setting options (if I am not using the settings correctly, please somebody educate me 😀) We currently use the “re-assign” option for tickets, but it would be nice, if instead of only being able to send the ticket back to one group, we could send it to the primary group for the agent. So for instance, we route tickets back to the 1st Line Support Group and they then need to send it back to the

5
zachary.king
Skilled Expert
1 year ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Employee Onboarding

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

Hi Denise,would it be an option for you to not offer these items as Service Iteams at all to HR and instead have a workflow that creates tasks whenever a ticket with the service item Employee-Onboarding is raised?So when they raise a ticket for onboarding, your agents just get a list of tasks on the ticket that they need to tick off in order for the ticket to be completed? Like, “Create AD account”, “Set up mailbox” etc. Agents can put time entries against individual tasks as well, so you could still see how long it took them to complete a certain step.The Service Item could remain in the catalogue with restricted visibilty for just IT so that agents could still use it if they need to create accounts separately for whatever reason.It is, admittedly, a bit of a quick and dirty approach ^^”

15
ekrasner
Community Debut
9 months ago
A
Top Contributor
AlisaBTop Contributor
asked in Apps and Marketplace Integrations

How do you handle agent holidays/absences?

I had a lingering fear in the back of my head that using an additional admin or systems license might currently be the only solution to this 😕Maybe I could use this as an excuse to rename my account into System/Admin and never have to work on a BAU ticket ever again. Silver linings and all that 😉But glad to see this does not just bother me and that I am not missing a trick here.

5
zachary.king
Skilled Expert
1 year ago
W
Contributor
WQOliviaContributor
asked in Automations

Task Conditional - When task closed

I think if you want to reference the task status as a condition or trigger in a ticket automator, it does not work, because like you said, there is no event or condition for it.But if you build a separate task workflow, you should be able to build the workflow:In the task workflow you can then select, for the action nodes, to perform actions on the Parent Ticket and then build the workflow from there. I believe the actions are the same as you would have in the ticket automator builder, the only thing that is missing in the task automator are some of the apps you might have in the ticket one.

3
PatrickMurphy
Skilled Expert
1 year ago

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