1 Reply Latest reply on Mar 20, 2019 4:17 AM by Paul Tipping

    VIP modifier feature is no longer working

    Jason Smith

      A VIP ticket is created by
      a combination of the Modifier and Priority of a ticket. The modifier is
      determined by a custom attribute in the customer Exchange profile. If that
      attribute matches one of the modifiers in Footprints the priority of the ticket
      changes. I believe this is connected to a rule in the system.

      Right now, what’s happening is we can see the User Modifier in the customer
      profile but when the customer’s contact info populates into the ticket the
      modifier does not change nor does the Priority. Even if we manually change the
      modifier the priority does not change. We have to manually change the priority
      of the ticket for it to pick up the proper VIP SLA. This all used to be
      automatic but suddenly changed. Any ideas?