‎01-08-2018 04:50 AM
‎01-08-2018 10:54 AM
scottj52101 wrote:
1 - I've set round robin Auto-Assign for three members of our team (set the other two of us as excluded agents), but our new tickets aren't auto-assigning. Am I missing something? Their team is the default for the specific ticket type, but so far no tickets are assigning to anyone.
scottj52101 wrote:
2 - Is it possible to set a ticket so that a group of people can view it, without being added as CC Users? Example: Our LAB dept has 10 employees; how can I set the ticket so all LAB staff can view, but not receive every email that's sent via ticket update? They have a dept email, so I've set up a LAB user, but individuals can't view tickets; only the creator can view
scottj52101 wrote:
3 - Is it possible to set defaults for Custom Fields, i.e., Radio Buttons, Comboboxes?
scottj52101 wrote:
4 - Is it possible to completely delete custom field info? I'm thinking of having our HR dept send tickets - could they include personal information that we could delete before adding a CC User? I'm not sure they'd create enough tickets to add them as Agents, for Internal notes, so I'm thinking of an HR-only ticket to start, then have the Dept Manager start a separate ticket and merge the two, if deletion isn't possible.
scottj52101 wrote:
Also, is it possible to edit the text of the Email report? It seems to be working nicely, but I'd like to personalize it a bit.
‎01-08-2018 06:06 AM
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