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2864 Views 3 Replies Latest reply: Mar 3, 2010 10:28 AM by robert.kay RSS
Rookie 16 posts since
Nov 4, 2008

Has received 1 of 9 achievements.
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Mar 1, 2010 1:57 PM

Last updated by Not Recording in Webdesk

I use the last.updated.by attribute to track our closed calls. The reason I use this rather than the Last.Assigned.to attribute is that in addition to a rich process, we have a simple process that does not assign requests to specific users, only a group.

 

My problem is that when a ticket is closed via webdesk, the last updated user is always the services account rather then the analyst. Can anyone think of a way around this problem that does not completly change my process?

 

Thanks,

Rob

  • Lara Clark SupportEmployee 484 posts since
    Nov 3, 2008

    Has received 5 of 9 achievements.
    Currently Being Moderated
    1. Mar 2, 2010 9:56 AM (in response to robert.kay)
    Re: Last updated by Not Recording in Webdesk

    Hi Rob,

     

    I can't recreate this, the last update user for anything I do in Web Desk is always the User I'm logged in as.  When you say 'services account' do you mean SA?  That could be indicative of a problem with your logon policy - is it integrated or explicit?

     

    Thanks,

     

    Lara

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