Resolution when closing a ticket

ttmgoose

Hi,

I have a couple of questions and hopefully someone can help.
Every month, we send our customers a summary of their tickets along with a resolution of the ticket.

Currently when closing a ticket, a screen pops up for with the status of the ticket and below that an optional reason for the status change.

A couple of things/requests:
1.) Can that field be required?
2.) Can that field be added to the closed queue page? (Agent Panel --> Closed)
3.) Can that field be added to the customer view when logs in and clicks on closed tickets?

Thank you!

KevinTheJedi

ttmgoose

1.) Can that field be required?

No, not unless you modify the codebase.

2.) Can that field be added to the closed queue page? (Agent Panel --> Closed)

No, Queues cannot display thread entries nor internal notes.

3.) Can that field be added to the customer view when logs in and clicks on closed tickets?

No, these are considered Internal Notes which are strictly internal to the Agents.

You can print each Ticket to PDF as an Agent and that will include the full thread an internal notes; but that's about it.

Cheers.

ttmgoose

Thank you, @KevinTheJedi

Do you have any pointers or ways to achieve what i'm trying to do?
One way is to create a form with one field. that field is configured as:
Label: Resolution:
Name: Ticket Resolution
Type: Long Answer
Config/Setting: Data Integrity --> Require entry to close a thread.

Once the ticket has been created, the agent must add the form manually to ticket in order for this to work.

Then on the close queue page (Admin, Tickets, Queues, Closed), click on Columns, add a new column and configured it as:
Primary Data Source: Ticket Resolution/Resolution
Name: Resolution
Text Overflow: Wrap Lines

Any way a form can be automatically added to every ticket?

If the agent doesn't add that form, the ticket can be closed without filling out the Resolution field.

Thank you!

KevinTheJedi

ttmgoose

Yes, so sorry, I was in the mindset of thread entries/notes so I wasn’t thinking about custom fields with data integrity. That’s correct, that’s the best way to go about this. However if you want to be able to export the field data you must add it to the Ticket Details Form. At this time no Custom Form data can be exported (slated for v2.0). Just note that fields on the Ticket Details Form will appear on all Tickets unless the field is disabled for the Help Topic. At the Help Topic level Fields on any attached Form can be disabled individually.

If you go the Custom Form route, you can automatically attach them to Tickets via Help Topics (Admin Panel > Manage > Help Topics > click one > Forms). Once a Help Topic is selected it loads the Ticket Details Form and any attached Custom Forms. You can read more about Custom Forms here.

Cheers.

ttmgoose

Thank you @KevinTheJedi!

what i ended up doing is i unchecked the permissions below so the customer doesn't see the form while opening a ticket and looking at the ticket. that solves the problem.

Thanks again.