creativehavoc
08-28-2009, 01:52 PM
I noticed some posts about CC and BCC, but I am more just looking to have the ability to assign a ticket to 2 people (or more) at once.
also
I know some departments can be hidden from the public... but I am wondering if some Help Topics could be instead. My example is when doing installations for wireless internet, some places require a site visit first. I would like to internally control whether the topic is "installation" or "site visit" or "inquiry."
Example:
Ticket Created as "Inquiry" : Please install internet at my house, 1234 Rue Road, City
Ticket Assigned to tech, changed to "Site Visit" : House is in range, clear line of site to tower. Will need additional 6 foot pole to clear peak of house.
Ticket changed to "Installation" (maybe assigned to a second tech as well if the first feature is possible) : Install successful. IP 64.XXX.49.10 Signal at -54dB
also
I know some departments can be hidden from the public... but I am wondering if some Help Topics could be instead. My example is when doing installations for wireless internet, some places require a site visit first. I would like to internally control whether the topic is "installation" or "site visit" or "inquiry."
Example:
Ticket Created as "Inquiry" : Please install internet at my house, 1234 Rue Road, City
Ticket Assigned to tech, changed to "Site Visit" : House is in range, clear line of site to tower. Will need additional 6 foot pole to clear peak of house.
Ticket changed to "Installation" (maybe assigned to a second tech as well if the first feature is possible) : Install successful. IP 64.XXX.49.10 Signal at -54dB