Request: The client has reached out to us with their concern regarding an issue with the email body not being visible for individual tickets.
Verification/checklist:
- We must gather the Ticket numbers in order to validate the issue.
- We must now check if the ticket mentioned is older than 90 days from the date of creation or if it has been less than 90 days from the date of creation. ( Tickets older than 90 days get archived, so the email body would not be visible ).
CASE 1/ Procedure: Ticket Older than >90 days
- If the ticket is older than 90 days, we can inform you that the ticket has been archived.
- The data can be retrieved by searching for the provided ticket number on the all ticket page. If the ticket does not appear on the all ticket page, the option to check for the archived tickets will appear.
When we use this option the system will fetch the ticket information from the archived server.
- The data can be retrieved using the Ticket report. We must select the YES/NO option from the dropdown under the Archived option in the ticket report.
CASE 2/Procedure: Ticket ageing is < 90 days:
- If the ticket is not older than 90 days, we must go ahead and check if there was an issue with the Kapture server on the date of ticket creation
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedures the issue must be raised on JIRA || Team P
Acknowledgement Template (When the request is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the visibility of the email body.
We have forwarded your request to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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