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[20724] Description is not showing in emails when customer creates a ticket through Portal #138

Open Andrew-Lahikainen opened 5 years ago

Andrew-Lahikainen commented 5 years ago

This is because we create the ticket in two parts. We create the ticket, and then we add a note from the user.

We do this because the initial description will belong to the API member, rather than the contact who created the ticket through Portal.

Suggestion from ConnectWise is for customers to use a generic member name for their API member, rather than a name descriptive of the integration, so that users will be less confused. We're not totally happy with this ux, so we still create the tickets in two parts.

Nness commented 5 years ago

Here is CW reply regarding to this issue 2019-11-04_07h39_12

Nness commented 4 years ago

The reason for such weird behaviour is because of ConnectWise's API design. I have detailed in this reply

Nness commented 4 years ago

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This is their reply towards my latest proposal on new impersonate contact API. We could use their suggestion, but initial mail will always be something tricky.

Nness commented 4 years ago

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ConnectWise agree with proposed new API for impersonate contact. They currently have other schedules and don't know when the solution will be implemented. Which is in term understandable. Every team have priorities.

For us, it is major issue. Guess we will see what else we can do to get around this and to provide an alternative path for our customer.

Nness commented 4 years ago

Tried suggested approach by CW, failed. After ticket creation, ticket note list came back could be stale. What that means is: ticket note list is empty. We can do something like delayed execution.

In short, it's not a drop in workaround, so it will take some time to get it done.

Keep in mind, the approach we are trying which suggested by CW will not solve the actual problem. It is only mean to decrease the damage impact. Actual fix is still depends on CW.