Best practise to change ejtag in service
Hello
We would like to change ejtag in our service. It is easy to accomplish from system settings, but we are worried about those tickets, already created and sended out from service. When customer answers, it will create automatically new ticket, because ejtag has been changed from settings. How we could avoid this or do you have any suggestions, how we could manage to do the change with minimum trouble?
Thanks in advance
regards
Ingar
All Replies (1)
It is a situation that some of the customers encounter once in a while.
You described the situation accurately. Once you change the ejtag, reply messages to existing open (or closed) tickets will create a new ticket (request). As far as I know, there is no "magic" trick to avoid it.
The best practice could be to make a change on a low activity period when there are fewer open requests. Consultants that work with these requests will have to merge replies to these few open requests manually.
Batch management tools in Service allow you to do it swiftly.
I hope this answered your question. If it does, please don't forget to select this reply as an answer.