Implemented Suggested 7/29/2019
22
votesAllow use of custom statuses before replying to the ticket.
Currently you can't set a custom status to a ticket before replying or making a technician update. This should be changed so that you can apply a custom status before you respond to a ticket.
Alex
12/11/2019 3:00 PM
Tech
You can click "take over" (to move the ticket to "in process" and then move the ticket to a custom status, is that a problem?
MG
Mark Gabb
12/16/2019 11:32 PM
in some cases you may want to change the status before taking the ticket over... i may want to approve a ticket "Approved" Status so other techs can deal with it, but i dont want the ticket under my name...
It probably comes down to how you want to handle tickets within your own organisation
It probably comes down to how you want to handle tickets within your own organisation
Vincent Minon
7/1/2020 8:47 PM
Mark
Other possible solution:
1) Approved is a categorie
2) You make the take over, decide the status and the put the assigned to on a technician whose name is Undefined_tech
Other possible solution:
1) Approved is a categorie
2) You make the take over, decide the status and the put the assigned to on a technician whose name is Undefined_tech
Heja
11/19/2020 12:18 AM
Doing just a work around may cause inaccuracy in terms of reporting. why not make it easier if its something that is doable rather than doing multiple process task.
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