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re-opening customer service issues

Monika Jouvert (Past Member)
$organization

Hello,

i am trying to figure out how to re-open a previously closed customer service issue.

It looks like I can double click the action in the CSI that closed the customer service issue and in the unclick the resolve button.

However only if *I* was the one who originally close the CSI I seem to be able to re-open the issue. is that correct?

thanks for helping me with this

Monika

Parents
  • $organization

    Hi Monika -

    I was just able to go into Tessi as a box office rep and could uncheck the resolve button from a CSI resolved by a development person. I suspect that it is a security setting, although I couldn't find the exact setting.

    I also removed all my managed user groups before I tried to make sure it wasn't that.

    Sorry I couldn't be of more help, but at least you know it is possible now!

    - Heather

    Seattle Repertory Theatre

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  • $organization

    Hi Monika -

    I was just able to go into Tessi as a box office rep and could uncheck the resolve button from a CSI resolved by a development person. I suspect that it is a security setting, although I couldn't find the exact setting.

    I also removed all my managed user groups before I tried to make sure it wasn't that.

    Sorry I couldn't be of more help, but at least you know it is possible now!

    - Heather

    Seattle Repertory Theatre

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  • $organization in reply to Heather Laidlaw Kraft (she/her)

    Hi


    An alternative, and the way we do things, is to add a new action to explain why it was reopened. Leave the resolved box unticked here and the CSI will be open again.

    Hope that's helpful

    Siobhan

  • $organization in reply to Siobhan Parker (Past Member)
    thank you that is brilliant - not sure why this did not work for me before. I tried for CSIs in a different user group and it worked exactly the way you described (which is even cleaner, keeping the record that the CSI was closed once)
     
    thank you so much for your quick help !!!
     
    Monika
     
    Monika Jouvert
    Brooklyn Academy of Music
    Development Business Process Director
    718.623.7810 x6 / internally x4253
     

    From: Tessitura Customer Service Forum [mailto:forums-cust.serv@tessituranetwork.com] On Behalf Of Siobhan Bennetts
    Sent: Saturday, October 10, 2009 6:25 AM
    To: Monika Jouvert
    Subject: Re: [Tessitura Customer Service Forum] re-opening customer service issues

    Hi


    An alternative, and the way we do things, is to add a new action to explain why it was reopened. Leave the resolved box unticked here and the CSI will be open again.

    Hope that's helpful

    Siobhan

    From: Heather Kraft <bounce-heatherlaidlawkraft3507@tessituranetwork.com>
    Sent: 10/9/2009 3:06:20 PM

    Hi Monika -

    I was just able to go into Tessi as a box office rep and could uncheck the resolve button from a CSI resolved by a development person. I suspect that it is a security setting, although I couldn't find the exact setting.

    I also removed all my managed user groups before I tried to make sure it wasn't that.

    Sorry I couldn't be of more help, but at least you know it is possible now!

    - Heather

    Seattle Repertory Theatre




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