I have a help desk project. The user always creates tickets via email. This gives us the title and description of the ticket.
However, they now also want to be able to set the due date for the ticket.
I have added the due date field so that if user creates a ticket through the portal, then they can add this field. However I would like to know
1) How can the customer add the due date field to already existing tickets?
2) Is there a way the customer can populate this field through email?
For existing tickets, you would have to allow the user to edit issues, and that opens you up to more trouble than it's worth. I'd say get a list of due dates for current issues and then update them yourself.
For the second part of this question, it sounds like you need an automation that will pull certain verbiage out of the email and then translate that to a due date. That is tricky and I don't have the expertise with programs like scriptrunner that could perform these actions, but you may be able to research that on your own.
What you would likely want to do is agree on verbiage for the submitted date and proceed with the automation building from there.
I'm having the same problem
I did edit de global and project permissions, so my customers would edit their own comments and delete their own attachtments, but it doesnt work.
So there is no way customers can edit comments if they dont have agent license o the global permission to edit?
Please let me know.
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