Ticket Quick Close:

There is a new button on ticket creation for Quick-Close

Using this button will copy all the details of the ticket into a ticket log entry and email that as the “resolved” email to the user – and close the ticket

Ticket Log Entries:

Work By now defaults to your full name

This is a free text field, you can change it as appropriate – the reason it is a free text field is because the work might have actually been performed by someone not in the system – a NBN contractor, CSG etc – you should note who did the work in this field – but if it was you, there is nothing to change

There is also a logged by field – this will always link back to you – so if you record work done by a NBN contractor for example, everyone will be able to identify that you were the one that recorded the work

Email Triage:

When a new email comes in, the email body and attachments will be sent to people in the triage group rather than just the subject

OLA Management:

This screen can now be filtered by rep

There is also now only 1 export button for producing the report

Closed Tickets:

Filter added to closed date column, Ticket Logged and Lag columns added

My Open Tickets:

Re-ordered the columns and made subject more visible by default

Technical Changes:

Email settings have been moved to the database instead of the application – so the password etc can be changed without releasing a new application version

The service desk email address now reads from the settings rather than being hard-coded text.

Revision: 2
Last modified: Jun 04, 2020


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