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Topics started by tony.s

2 Topics

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tony.sTop Contributor
asked in Getting Started

Calendar is formatted differently for the same field

Hey,this is a somewhat strange behaviour. We have a ticket field where the requester can enter a date to let the agents know at which day they can work on the ticket. Basically a desired date for when the work could be done.Now I had a discussion with one of the requesters, because he put in the wrong date and then complained. This happened a few times. After some talking he told me that the date format is american (week starting on sunday). We use the calendar where the week starts on monday.After finding the root of the wrongly entered dates I figured this should be an easy fix. The strange thing I discovered is that the same field is formatted differently depending on if you look at it as requester or as agent. This is true for all our agents and all requesters. I couldn’t find any option to change this. First I thought it was a personal account setting, but all accounts have set everything to german.The following two pictures is from the same ticket showing the same ticket field fi

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E
Contributor
1 month ago
T
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tony.sTop Contributor
asked in Portal/Knowledge Base

Can end users have the same search experience like our agents?

Hey, one of our end-users asked about a way to search in his old tickets including their bodies. I know this should be technically possible because as an agent my searches always include also the tickets contents. In the support portal on the other hand there is only the combined search for tickets, solution articles and services. Using this search does not include the tickets contents but only their subject (which doesn’t help if you have 50 service request tickets with the same subject)Right now, when he needs to find an old ticket he calls me, I do the search for him in the agent portal and tell him the ticket id. I’d like to find a solution which gives him the ability to perform such a search on his own without having to export all tickets as csv first.

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1 year ago

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