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New "Pin To Agent" Action Not Working On New Ticket
Problem reported by Ben Santiardo - 8/28/2015 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, Senior Programmer Analyst
Eastern Suffolk BOCES

5 Replies

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0
tweakservers Replied
9/3/2015 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
9/9/2015 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, Senior Programmer Analyst Eastern Suffolk BOCES
0
Employee Replied
9/9/2015 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,
0
User Replied
9/9/2015 at 9:56 AM
Both have now been fixed for the next version.
Let me know if you have anymore issues with it.
Thank you,
0
Ben Santiardo Replied
9/9/2015 at 10:30 AM
Great! Thank you so much Ashley, you are the best!
____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES
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