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G
GSUK1
June 13, 2022
Resolved

Permissions to reply to other tickets

Related products:Smart Hands
  • June 13, 2022
  • 5 replies
  • 6036 views

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

    K
    ksamani
    June 13, 2022

    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.

    J
    Jantzen
    Employee
    June 13, 2022

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

    S
    Shannon
    Community Manager
    October 17, 2023
    Status changed to: Investigating
    S
    Shannon
    Community Manager
    September 27, 2024
    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. 

    S
    Shannon
    Community Manager
    April 17, 2026
    Already Exists→Resolved
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