Lighthouse Ticket Attachment to Tender Discussion

Al D'Andrea's Avatar

Al D'Andrea

15 Dec, 2011 06:33 PM

Whenever I attach a ticket to a discussion in Tender it says that it was Reported by "Edward Giardina" when it comes into Lighthouse. He is not on the account for Tender, so the only thing I can think of is that Lighthouse doesn't have the ability to read who the ticket was created by in Tender and uses the Admin name in Lighthouse. I also found that I can't assign a ticket from a discussion, it automatically goes into unassigned in Lighthouse.

Please let me know how this all works.

Thanks!

  1. 1 Posted by Nicole on 15 Dec, 2011 07:57 PM

    Nicole's Avatar

    Al -

    Are you using your API token for the Lighthouse Tracker in Tender? If you are using a shared tracker in Tender, then all tickets created will show as created by the person who's API token is being used for the shared tracker.

    How are you trying to assign the ticket when you create it in Tender?

    Let me know and we'll keep troubleshooting with you.

    Thanks,

  2. 2 Posted by Al D'Andre... on 16 Dec, 2011 02:10 PM

    Al D'Andrea's Avatar

    Hi,

    Right now I just click "Attach a Lighthouse Ticket" and it automatically
    goes into Lighthouse as "unassigned". Is there a way to assign this ticket
    to someone from Tender?

    Also, if customer uploads an attachment in the Tender discussion, the
    attachment does not appear in Lighthouse.

  3. 3 Posted by Nicole on 16 Dec, 2011 06:23 PM

    Nicole's Avatar

    Tender and Lighthouse aren't connected in that way, so if a customer has an attachment in Tender and you need it in Lighthouse you'll need to manually add it to the Lighthouse ticket.

    You can use keywords when creating a ticket for Lighthouse from Tender. Just be sure to have it at the bottom of the ticket and you need to have it in braces, like [responsible:me].

    Thanks,

  4. 4 Posted by Al D'Andre... on 17 Dec, 2011 01:08 PM

    Al D'Andrea's Avatar

    Thanks!

     Is there a way to connect without the shared tracker so that each ticket
    that gets created in LH from tender does not appear as
    I generated it...Rather that it came from Tender?

  5. 5 Posted by Nicole on 20 Dec, 2011 05:52 PM

    Nicole's Avatar

    No, the tickets will show from the person's who token is used on the shared tracker. It's typically best to have each person use their own token for their tracker, but if you want them to all seem to come from a central person that's fine too.

    Thanks,
    Nicole

  6. Nicole closed this discussion on 20 Dec, 2011 05:52 PM.

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