Magic Agent should run on API created tickets
D
Danielle Vickstrom
Ricky Balmaceda - we enabled the triage agent for our Portal tickets today, just to find out that this won't work due to the API member creating the ticket. :(
Would it be possible as a work around to have triage agent set to exclude certain API members?
R
Ricky Balmaceda
Merged in a post:
Magic Agent to run on API Created Tickets.
T
Tom Freer
We have noticed that the Magic Agent will not execute if the Ticket is created from an API. For example Cloud Radial - users that create tickets using the forms in Cloud Radial the Magic Agent Doesn't start. Even if we change the Ticket Type to be Email it still doesn't run. I believe this is related to the ticket being created from an API. We have other systems that create tickets from API Also and Magic will not run.
K
Kyle Sandhofner
Agreed, we just ran into this as well. As we start to add more Integration this will become a more common issue.
L
Lacy Moore
Same with help desk buttons from tier2