2 Replies Latest reply on Jul 31, 2020 7:54 PM by Christine Pimblett

    Self Serve notes not coming over and displaying in ticket form on technician side

    Christine Pimblett
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      We went live with self-serve and for one of our intake technicians (phyplnt), the note from self serve does not show up in the resulting ticket and for the other (ITS) it does. This was working and now does not and I can't identify why or what the issue is, nor can I find a similar issue reported. They have identical privileges and business rules that assign based on category. They have different ticket forms but even when I changed them to be the same to test, it makes no difference. Physplnt are having to take the notes that they get in their email notification and copy and paste into the ticket which is not an acceptable solution.

       

      Has anyone run into this by chance and knows what might be wrong? We are on 2019.03. Thanks!