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Topics started by SmartP

2 Topics

S
Apprentice
SmartPApprentice
asked in Ticket & Workflow Management

Asset Location from Used By Location

I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance

4
8
Community Debut
12 days ago
S
Apprentice
SmartPApprentice
asked in Analytics, Reports & Dashboards

First Response in Business Hours

I am trying to produce a report that details the First Response and Resolution in Business Hours, excluding any Pending time.Tickets are not assigned, and replies are not sent until approvals are received.However, I have just been told that, while Resolution in Business Hours takes Pending into consideration, the value for First Response in Business Hours doesn’t. This means an a ticket sitting in Pending for 5 hours before being approved, will report that the Response took 5 hours.Has anyone encountered this, and, if so, how did they fix it.

2
S
Apprentice
14 days ago

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