Hi John,
Thanks for reaching out. Automations currently only trigger when a ticket is added/updated vs. a scheduled time so there’s not a path yet for moving a ticket from Resolved to Closed after a specific period of time without updating the ticket to trigger that automation. That is a great idea for improving automations and I’d like to get your input on how it would potentially work. For example, an automation with a trigger that’s a scheduled time like a daily run with an if condition looking at the Resolution Date.
Hi Greg,
Sorry for the delay in responding. I am familiar with that Unauthorized Access message from the beta edit kb ui and chances are it’s just the initial authentication for the session running into trouble and not anything incorrectly configured on your end. The authentication of the page while outside of Teams needs some fine-tuning and we do have updates in the works to get that smoothed out very soon.
In the meantime, I’ve found the following will help:
– Add at least one entry to your ticket deflection knowledge base with the Tikit app (docs here). This will create your ticket deflection kb’s db if it hasn’t been created yet to smooth out the process.
– Refreshing the browser one ore more times on seeing the Unauthorized Access message.
So there’s nothing incorrect on your end and we’ve got a fix in the works, but refreshing should hopefully do it.
Please let me know if this helped. Thanks!
Hi Tom,
Thanks for showing us where we can make our KB better. I have updated the Triage Channel Id section of our Complete Setup Guide to make those steps clearer.
Hello there!
Thanks for getting the ball rolling, Adam. I’m Ryan, a Support Engineer here at Tikit. Have any questions or need a hand with the Tikit Teams or Web Apps? Just let me know.
