trav1856
12-09-2010, 06:25 PM
For example:
a field where the user of the admin/staff can set a ticket type (e.g. Hardware, Software, Networking, Power, Misc...etc. etc. etc...and add/edit/delete those labels as the individual shop saw fit.)
trav1856
12-14-2010, 10:50 AM
Or is this what the "Help Topics" field is for?
Rich_C
03-19-2012, 11:07 AM
I have been searching the forums and combing help topics for something just like this request.
I was wanting a 2-3 tier ticket classification.
Top Tier:
- Incident
- Problem
- IMAC
Second Tier:
- Software
- Hardware
- New User Account
Third tier:
- *Insert System Name here*
With this layout it is understood that an end user will never be able to 100% classify their initial ticket correctly but that is fine. An emailed request would auto- classify to Incident - Email- Email.
There is a purpose to this classification obviously. We would like to have the ability to report and proactively review common requests. Currently right now the only way I can see when creating a ticket is to use a multitude of overly generic 'Help Topics' then Manually comb through them (I hate that evil 'M' word).