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.)

5 days later

Or is this what the "Help Topics" field is for?

a year later

Exactly What I am looking for....

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).

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