Message

As soon as an agent issues a public reply in the helpdesk tool, an entry will be created in the messages. The priority of the message will be set to the 'medium' state.
The Initial attempts to send the message will be made at one-minute intervals. If the initial attempt to send the message is successful, then those message entries will be deleted.

To access the Message , navigate to 'Admin' and then select 'Message

A message comprises the following details:

•  Message data: It is an encrypted message
• When added: the date on which the message l is created.
• Time  : The time at which message created to send out
• Priority: it describes the different message status 

Regarding the different Priority in the messages:

• Medium' state: The message will be in the medium state as soon as the agent replies.
• 'High' state: This occurs when the message is about to be sent successfully.
• 'Deferred' state: This status is assigned if the message sending fails.           

Log Message

•  Each message sent from the helpdesk tool is documented in the message log
• The message log specifies whether the sending attempt was successful or not.

 

• A message log comprises the following details:                                                                                            
  • Message data: It is an encrypted message.
  • Time : time stamp of attempted and added
  • When attempted:  the date on which the message is tried to send out.
  • When added: the date on which the message log is created.
  • Log Message: The message log includes a column named 'Log message,' which provides insights into the reasons for a ticket failure or success.
  • Result  :the 'Result' column can be checked to determine the status of each message.     

                                       Failure  The message sending has failed.    
                                      Success: The message has been successfully sent.