T20260811.0006 — Davyd hoort klant niet bij 2e gesprek Complete

Status: Complete
Priority: L3- Incident laag
Category: TSV Incidents
Type: Incident

Queue: TPS - Tickets
SLA: 7x4 - BAS Group
Issue type: –
Source: Telefoon

Klant: Bas Group B.V. (5466AP2)
Contact: Henk van Rijswijk
Contract: Bas Group B.V. (5466AP2) - 7x4 SLA
Asset (CI): –
Toegewezen aan: Marc Blankestijn

Aangemaakt: 2026-08-11 11:59
Due date: 2026-08-18 11:29
Resolved: 2026-08-11 12:15
Completed: 2026-08-11 12:15
Laatste activiteit: 2026-08-11 12:41

Beschrijving

Als Davyd aan het bellen is vanuit de CC client, en er komt een intern gesprek binnen, dan hoort Davyd de klant waarmee hij in gesprek zit niet Priority Questions Q: How urgent is your request? A: Medium Q: Who is impacted? A: Only Me Background Questions Q: Indien u door deze storing niet meer bereikbaar bent op de bij ons bekende telefoonnumers, geeft u dan hieronder alstublieft één of meerdere alternatieve nummers op A: no answer

Verloop

2026-08-11 12:00 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] new portal ticket - mail naar AK" fired.

When a ticket is: Created By Client Portal User Then execute the following actions: Send notification e-mail ([TPS-ALL] nieuwe portal ticket ontvangen email) to akik@tsv-groep.nl Initiated by heer Henk H. van Rijswijk
2026-08-11 12:00 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket new NL - aanmeld email naar klant nieuwe stijl" fired.

When a ticket is: Created And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket aanmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (h.vanrijswijk@basworld.com); Ticket Contact (h.vanrijswijk@basworld.com) Initiated by heer Henk H. van Rijswijk
2026-08-11 12:15 Notities Marc Blankestijn

This ticket was completed and merged

This ticket was completed and merged into T20260811.0005.
2026-08-11 12:15 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket completed NL - gereedmelding email naar klant nieuwe stijl" fired.

When a ticket is: Edited By Autotask Resource, Ticket In Current Status For 5 Minutes And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Status changed to "Complete" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket afmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (h.vanrijswijk@basworld.com); Ticket Contact (h.vanrijswijk@basworld.com) Initiated by Marc Blankestijn
2026-08-11 12:15 Systeemnotities Systeem

Some actions did not occur...

The following workflow rule actions did not occur because it would have violated business rules: Send notification e-mail ([TPS-ALL] ticket afmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (h.vanrijswijk@basworld.com); Ticket Contact (h.vanrijswijk@basworld.com)
2026-08-11 12:15 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

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  "assignedResourceID": 29682886,
  "assignedResourceRoleID": 29683475,
  "billingCodeID": 29683508,
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  "changeApprovalStatus": null,
  "changeApprovalType": null,
  "changeInfoField1": "",
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  "companyID": 1230,
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  "description": "Als Davyd aan het bellen is vanuit de CC client, en er komt een intern gesprek binnen, dan hoort Davyd de klant waarmee hij in gesprek zit niet \r\n\r\nPriority Questions\r\nQ: How urgent is your request?\r\nA: Medium\r\n\r\nQ: Who is impacted?\r\nA: Only Me\r\n\r\nBackground Questions\r\nQ: Indien u door deze storing niet meer bereikbaar bent op de bij ons bekende telefoonnumers, geeft u dan hieronder alstublieft één of meerdere alternatieve nummers op\r\nA: no answer",
  "dueDateTime": "2026-08-18T11:29:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": 29682886,
  "firstResponseDateTime": "2026-08-11T12:15:22.330Z",
  "firstResponseDueDateTime": "2026-08-14T10:29:54.353Z",
  "firstResponseInitiatingResourceID": 29682886,
  "hoursToBeScheduled": null,
  "id": 43533,
  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-08-11T12:41:45.977Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 29682886,
  "lastCustomerNotificationDateTime": "2026-08-11T12:00:13.503Z",
  "lastCustomerVisibleActivityDateTime": null,
  "lastTrackedModificationDateTime": "2026-08-11T12:41:45.977Z",
  "monitorID": null,
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  "organizationalLevelAssociationID": null,
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  "priority": 3,
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  "projectID": null,
  "purchaseOrderNumber": "",
  "queueID": 29683479,
  "resolution": "Geen specifieke oplossing, zie ticket acties.",
  "resolutionPlanDateTime": "2026-08-11T12:15:22.330Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-08-11T12:15:22.330Z",
  "resolvedDueDateTime": "2026-08-18T11:29:54.353Z",
  "rmaStatus": null,
  "rmaType": null,
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  "serviceLevelAgreementHasBeenMet": null,
  "serviceLevelAgreementID": 20,
  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": 2,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 103,
  "ticketNumber": "T20260811.0006",
  "ticketType": 2,
  "title": "Davyd hoort klant niet bij 2e gesprek",
  "userDefinedFields": [
    {
      "name": "Customer notified",
      "value": null
    },
    {
      "name": "Downtime IN MINUTEN (indien van toepassing)",
      "value": null
    },
    {
      "name": "Factuur omschrijving",
      "value": "Samengevoegd T20260811.0005"
    },
    {
      "name": "Gepland in Outlook",
      "value": null
    },
    {
      "name": "Klant prio",
      "value": null
    },
    {
      "name": "Mobiel Nummer",
      "value": null
    },
    {
      "name": "OB-Status",
      "value": null
    },
    {
      "name": "Ticketnummer extern (klanten/leveranciers)",
      "value": null
    }
  ]
}