More variables in Flows
G
Griffin Steinman
Add the following variables when creating a flow
- Resources = NULL (empty)
- Ticket Owner = NULL (empty)
- Resources CONTAINS rather than only EQUALS (or ability to sync with PSA Team concept)
- Customer Updated flag (Whatever the special sauce you guys use for Customer Updated that actually tells you if someone replies back to a client (the blue bubble)]
G
Griffin Steinman
Also add all snippet variables to replied note via flows
G
Griffin Steinman
Merged in a post:
Client Updated Tickets
J
Jack Skinner
Would like to be able to filter and trigger tickets based on the ticket "Updated" flag.
G
Griffin Steinman
Albert Lotito - GTS
There are two tests
Ticket Owner is null
&
Resource list is null
This is important because we move tickets between teams (escalation, tech availability, etc.) and the way the dispatch team know to address the ticket is because there are no resources or ticket owner.
Additionally, any ticket coming in via email has no owner or resource.
This is a key indicator for dispatch to address a ticket.
There can be a ticket that is days old that would be moved to another desk or level and the mechanism is to leave a clear internal note explaining the move/escalation, and for the tech to remove themselves from the ticket.
We process many hundreds old ticket through this process.