Add Filter "Resources" Filter Option in Flows
R
Ricky Balmaceda
Merged in a post:
Separate Member and Owner Assignment Options in Flows
R
Ryan Shelvik
Requesting a new feature to enable separate assignment actions for “Owner” and “Member” roles within a flow. This improvement would let users designate a primary Owner while also adding other team members for visibility, collaboration, and accountability—without overwriting ownership.
Benefits:
•
Enhances team collaboration by allowing multiple users to track and participate in the ticket
•
Offers managers the ability to monitor tickets as members while leaving ownership unchanged
•
Improves service workflow flexibility and clarity for all team participants
R
Ricky Balmaceda
Merged in a post:
Add an action in the flow to add a resource
K
Kirby Samson
There should be an action in the flow that will add a resource without changing the owner or unassigning the original owner of the Thread.
R
Ricky Balmaceda
Merged in a post:
Flows should be able to filter for done resources
S
Stephen Booth
If there are no active members to a thread the filters should be able to see that and surface those tickets. As of today, a done resource will still show up as a member in filters
R
Ricky Balmaceda
Merged in a post:
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)]
T
Tonia Davis
Completely agree with this! We’d love to see an option that functions more like round-robin in PSA—where we can add members (resource teams) without adding or changing ownership.
A quick solve in Flows would be to update the internal note action to support dynamically @mentioning members based on logic within the flow.
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.