Customization of ticket reassignment notification | XM Community
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Customization of ticket reassignment notification

  • March 2, 2023
  • 3 replies
  • 80 views
V
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Hi there,
It would be great help if anyone can help with below issue.
We are trying to customize the name of the person that shows when a ticket reassignment is generated via ticket workflow after 3 days. We have been told that the person's name will show as the person who have created the ticket workflow. However, currently, it is showing as a random person name that has a qualtrics account.
For e.g., you can see in attached image that random person is Mike Ruff but, here name should be mine because it has bee reassigned by my account and if somebody else is reassigning then the name of that person should show in the reassignment.
Ticket.PNG

3 replies

ThomasW_IronMountain
Level 5 ●●●●●
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Vijayata_Keshari ,
I have seen this error before and the way to solve it is to delete the workflow and recreate it using your account. I don't know why this error occurs, but rather than trying to solve it with Qualtrics support or get to the bottom of it in another way, I have found starting over with a brand new workflow is the fastest way to the solution.

Thomas Whitaker - Iron Mountain
D
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I was facing the same issue, there is one easy way for this you can transfer the workflows to the new owner from the admin user section.

 

S
Level 6 ●●●●●●
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  • ScottG
  • Level 6 ●●●●●●
  • May 31, 2024

Yes have come across this a few times too.  

We have a generic ‘admin’ account set up in order to set up workflows from which help with this; this may not be an option for all users - but for us it works well.

 

 

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