Conversations
Appending of notifications during communication between two helpdesk
Requirement: Merge the ticket creation notification from another application to the original ticket in our Application Workflow : 1. The requester sends a request by email to (example): 1@gmail.com 2. New ticket created 16614 in the MSP 1st instance ...
Change Conversation as "Private" when the external user replies to the Request
Recently one of our customers had the requirement to change the conversation to "Private" when the external user replies to the request. Customer's workflow: The request is created by a user who is inside the application. Now the admin is forwarding ...
Convert Incident to Service Request
For builds before 10536 The option will be available at: open the respective request > Actions > Convert incident to service request For builds after 10600. Edit the respective request > click on the Template dropdown [top-right corner] > Choose the ...
How to implement a Private Notice message while replying to an email.
Click the user badge on the top right corner and click on Personalize and configure the email signature along with the privacy message. Once done, under Admin >> Notification Rules >> Edit the notification used and insert the email signature ...
How to avoid the entire thread(email conversation history) while replying to an email?
While replying to a customer. Currently, the entire history will be repeated in the ticket making the tickets very long. To avoid the same, the technician can use the Reply button on the top, instead of the one in the conversation, as it contains the ...
Disable signature while replying to an email.
The signature is set up by clicking on the User badge on the top right corner and clicking on Personalize. If the reply notifications have a variable $EmailSignature under Admin >> Notification Rules, then the signature will be automatically ...
Status Change on new reply.
The status do not automatically switch from "OnHold" to "Open" when a response from the Requester arrives. Enable below configuration to automate the same. Go to Admin >> Self Service Portal >> Enable the below option Also, it does not switch from ...
To reopen resolved ticket by requester reply.
* Navigate to Admin -> Self Self Service Portal settings * Enable "Allow requesters to reopen their own requests" by choosing "Yes" (This option is interrelated to open resolved request on requester reply) * Save changes and check the status.
Reply from portal doesn't reflect under conversation
Scenario: Reply send form portal will not be added as a conversation under the request. However the reply will be sent from the application and user can receive the reply. Error trace from logs and Solution : [NotificationToDesc] Exception ...
