Release notes - 27th February 2018

Enhancements:


Enhanced Ticket Access Restrictions


Going forward, the following categories of tickets will be visible to agents only in the support portal, and not in the agent portal:

  • For an agent with restricted scope: Tickets in which the agent is also the requester, but are assigned to someone else

  • For an agent with group scope: Tickets in which the agent is also the requester, but are assigned to groups that the agent is not a member of


New View: Tickets I Requested


This new view will display the following categories of tickets:

  • For an agent with restricted scope: Tickets in which the agent is also the requester, and is assigned to the agent themselves

  • For an agent with group scope: Tickets in which the agent is also the requester, and are assigned to a group that the agent belongs to

  • For an agent with global scope: All tickets in which the agent is also the requester


API V2 for Tickets: Changes to Attribute Names

The following attributes have been renamed in the “Stats” include output for the “View” and “List All” operations:

  • first_resp_time_by_bhrs =(becomes)=> first_resp_time_in_secs

  • resolution_time_by_bhrs =(becomes)=> resolution_time_in_secs

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