Hi,
It seems only the person raising a smart hands or trouble ticket can amend that ticket. It would be extremely helpful if others with the appropriately assigned permissions would be able to reply to comments left by Equinix on these tickets. All too often the person who raised the ticket is off shift and we cannot update the ticket so end up having to email GSD to sort it.
Thanks,
Glenn
This is a good suggestion - I would like this feature as well.
Just to clarify - not only amend - but also reply to an "action required" status.Thanks for the great suggestion. I'll be sure to pass this along to our Smart Hands product team.
- Status changed:NewtoInvestigating
- Status changed:InvestigatingtoAlready Exists
We connected with the Smart Hands team to follow up on your feedback.
Within documentation, there are details on how to amend the ticket to add the technical contact. This video shows where you can change the notification and technical contact settings.
We're hoping this helps resolve the pain points you brought up. If not, please open a new idea, and we'll get it to our product team.
