Implemented 7/29/2019

22

Votes

Allow 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?

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

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

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.