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Topics started by BartVB

4 Topics

B
Skilled Expert
BartVBSkilled Expert
asked in How do I....?

convert agents after not loggin in for a period of time

Just a question, has anyone found a way to convert agents if they have not logged in for a time period, atm i have over 260 agents and im manualy checking them every month, would be nicer if i can automate it so it will convert them after like 6 months of not loggin in.

2
M
2 months ago
B
Skilled Expert
BartVBSkilled Expert
asked in Getting Started

Best practices in category setup

Hi all, I'm new to this forum, and i just wonder if you can give some tips?we are currently implementing fresh as our new itsm solution (we used Cherwell before)Our current categorization is kind of a mess as it was not set up correctly at the start, example : E-Mail & Communication Outlook / Exchange Incident E-Mail & Communication Outlook / Exchange Request  as this provides not really an overview of the issue we are looking at the best options to change and get a full reporting view, do you happened to have some best practices we should take in consideration?how is it set up for you and how is it to use for agents and or end-users?Thanks for any advice / guidance

2
UdayGrewal
Contributor
1 year ago
B
Skilled Expert
BartVBSkilled Expert
asked in Employee Onboarding

P1 candidates or P2 candidates

i am wondering, in some tools i used before an agent had the possibility to set a ticket as a potential P1 or P2 that triggerd a com to the assigned team (linked to the category) and incident MGMT as a potential P1 or P2 was there and the ticket had to be approved by them before taking the priority, would this be possible in fresh?

1
keefe.andrews
Skilled Expert
1 year ago
B
Skilled Expert
BartVBSkilled Expert
asked in Automations

Need some assistance with workflow user reply

just wondering if someone could give some feedback on setting up a workflow as i seem to struggle with it sometimes.concept would be → agent send reply to user → agent puts or can we automate that the ticket changes to status waiting user reply (if possible even adds agent as watcher) → when user reply’s it changes status back to assigned.I know this is standard, but im having some issues on how to set it up, i keep trying, but its not working.Do i need to use custom objects for this?Any help will be appreciated

1
Preethi S
Community Debut
1 year ago

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