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Tagging Employees without being CCed

  • March 11, 2024
  • 3 replies
  • 0 views
H

Is there a way to tag an employee to be associated with a ticket for reporting without them being a follower, cced or the requestor? (without getting any notification about the ticket) 

Use case: receive a case regarding an employee and need to track the tickets about the employee vs requested by the employee with the tickets being confidential

 

 

    3 replies

    G
    • Gab11
    • March 12, 2024
    Hi Heather, 
     
    If you're looking to track specific tickets about a certain employee, I would suggest to add an employee tag (e.g. HeatherGuerra) which you can do by creating a macro to add the tag to the ticket. 
     
    For your reference: Using macros to update tickets
     
    You can then report on tags in Explore following this article: Reporting with tags
     
    I hope this helps. 
    H
    • Heather18
    • Author
    • March 12, 2024

    Hi Gab! 

    Thanks for this suggestion - we thought about using tags but obviously there is a risk of typos. 

    If I programmed a macro, how would that pick up who the ticket is about vs the requestor to appropriately tag? 

    Thank you! 

    G
    • Gab11
    • March 13, 2024
    Hi Heather, 
     
    Macros execute actions based on the existing state of the ticket and the predefined actions you set, not by discerning context or making choices dynamically. Therefore, any differentiation between the requester and other entities needs to be pre-established with tags or custom fields before the macro is used.
     
    You can create a custom field to capture information about who or what the ticket is about. When configuring the macro, you can then use placeholders to reference values in this custom field and apply tags accordingly.
     
    By effectively using custom fields and tags, you can ensure that macros apply the correct tags or perform other actions by using placeholders that correspond to these values. If the information needed to distinguish the requester from the subject of the ticket is accurately captured within ticket fields or tags, macros can then be set up to act on that information accordingly.
     
    Take a look at this article for your reference: Using custom fields
     
    Feel free to start a messaging conversation with us should you have any further concerns. 
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