method for converting a ticket to an RMA?

rsleventhal

Hi all,

Is there currently a way to convert an open ticket to a return merchandise authorization, using the original ticket number as the new RMA number?

Ideally, this is just adding a new template which could be triggered by a particular change in status to the ticket.

Thanks in advance for any pointers.

-Ray

PS searching RMA or return authorization in the forums returned no hits

rsleventhal

*gentle bump*

raytaylor

We look after laptop repairs for insurance companies.

I have just set this system up for our workshop and we have the insurance company / branch create the ticket. When we approve the job to be sent to us, the technicians have a preset reply / knowledgebase that they select which contains our address or place to send the laptop to be repaired.

It states that the ticket number above must be clearly marked on the package, and at the same time the technician changes the department to 'RA Approved - waiting package'

We use our departments as kind of a status message.