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GSUK1
New Participant
Jun 13, 2022 6:25 AM UTC
Resolved

Permissions to reply to other tickets

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 

 

    5 replies

    ksamani
    New Participant
    Jun 13, 2022 8:45 AM UTC

    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.

    Anonymous
    Jun 13, 2022 3:53 PM UTC

    Thanks for the great suggestion. I'll be sure to pass this along to our Smart Hands product team.

    Shannon
    Shannon
    Community Manager
    Oct 17, 2023 5:31 PM UTC
    Status changed to: Investigating
    Shannon
    Shannon
    Community Manager
    Sep 27, 2024 2:12 PM UTC
    Status changed to: Already 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. 

    Shannon
    Shannon
    Community Manager
    Apr 17, 2026 6:49 PM UTC
    Already Exists→Resolved
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