Note: The following article refers to the Internal Ticketing Module within Procentive.
Ticketing Module Continues to Flash
If the staff experiencing the flashing believes they have opened all of their tickets that have a new comment, have the staff verify the following items for new comments.
- Open up filters at the top to show all their tickets.
- Check the box for Show completed Tickets.
- Review all pages of tickets (if applicable).
When to send a ticket to Procentive
Once the staff has reviewed all pages of tickets, including completed tickets, and finds no un-opened tickets (no flashing yellow tickets), then this means that a comment was added to a ticket that the staff was associated with at the time the comment was added, but then another staff removed them from the ticket prior to the staff being able to see the comment/open the ticket. This leaves the module flashing, even though the staff won't be able to access the ticket any longer.
At this time, you will need to send a support request to Procentive Support notifying us of a date and time the affected staff is okay with Procentive to do a mass removal/reset of all notifications associated with them. This will remove all notifications that are flashing (Ticketing, Workflow, and Messaging modules) at the time of the reset for the staff. If there are any outstanding legitimate notifications that are removed at this time, we will record what those are in the ticket so that the staff can address them.
Important: If staff plan to remove another staff from a ticket they MUST remove the staff first > Save > Re-open the ticket > Comment > Save.