2
New "Pin To Agent" Action Not Working On New Ticket
Problem reported by Ben Santiardo - August 28, 2015 at 10:23 AM
Resolved
I created a Global Event with the following settings:
 
Category: Tickets
Event Type: Ticket Transferred
Conditions:
     - Agent Assigned: Doesn't Equal Queue
Actions:
     - Pin Ticket to Agent
 
 
This event works only when manually transferring a ticket. It does not work when the system "assigned" (aka transfers) a ticket from Queue to an Agent automatically. I also tried creating the event as a "Ticket Created" type, but that didn't work either.
 
How do I get the system to Pin a ticket immediately to an Agent when the system initially assigns the ticket?
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES

3 Replies

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0
tweakservers Replied
September 3, 2015 at 4:01 AM
Same here. Tried with :
 
New Ticket Created
 - Department 
Action - Pin to Agent
 
Any new ticket that comes in does not looks to be pinned.
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0
Ben Santiardo Replied
September 9, 2015 at 6:08 AM
::Bump:: Any update to this bug?? We really NEED this feature and have been anticipating it's release. Until it works properly...it is basically useless.
____________________________________
Ben Santiardo, Programmer Analyst
Eastern Suffolk BOCES
0
Employee Replied
September 9, 2015 at 9:06 AM
Employee Post
Hello Ben,
This is indeed a bug and it is being looked into. The pin to agent on Transfer Event  has been fixed for the next version. The New Ticket Created Event is still being looked into, as it is more complicated in code... 
Thank you,

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