Keyner EM

I have not configured anything, but I have noticed that if the SLTs are not defined with the “TDA – Assignment Time” metric, it takes by default the value of the SLTs with the “TDS – Solution Time” metric that we have created.

Hello, I hope you are doing well. How can I find out what the default assignment time value or assignment time limit is for a ticket? Regards.

Hello Mr. Guillaume

Hello Mr. Guillaume

Hello Mr. Guillaume, I hope you are well. I appreciate your help, but doing what you mentioned deletes the "User Request Closed" block in my User Portal, I want to delete it but from the support portal. I tried another way and that was to redefine the Support Agent profile to eliminate the ev_close stimuli, in the Incident and User Request groups, I ran tests and it worked, because when I assigned myself this profile and marked a case as solved and wanted to close the ticket, the action Close this...

Hello Mr. Guillaume, I hope you are well. I appreciate your help, but doing what you mentioned deletes the "User Request Closed" block in my User Portal, I want to delete it but from the support portal. I tried another way and that was to redefine the Support Agent profile to eliminate the ev_close stimuli, in the Incident and User Request groups, I ran tests and it worked, because when I assigned myself this profile and marked a case as solved and wanted to close the ticket, the action Close this...

How can I redefine an existing profile? Just putting the delta="redefine" in the profile and placing this profile inside my <profiles></profiles> tags in my extension?

Hello everyone, I hope you are well. How can I disable the “Close this ticket” button for people who are analysts of X requirement in the support portal. I thank you in advance for your attention and collaboration. Greetings.