coding tickets

bolog

hi team

i am looking for any possible ways to get our tickets coded (other than help topics).

to give you an idea i would like 2 variables for the purpose.

one of them, lets call it TYPE would allow me to close tickets as something general such as 'incident' , 'change request' , 'request', etc so essentially a large category.
the other one, lets call it CATEGORY should allow me to code them more granularly. (like call center department - cisco interface issue)

so thats a ticket coded with TYPE- 'request' and CATEGORY- 'internal applications - interface issue'

we need this for reporting and generally for documenting purposes.

help topics can be used as a work around to an extent, but this only covers one layer of coding. help topic is not even intended to be used as such so nesting help topics will not help much..

thanks in advance

RBGE

bolog Would setting up different departments for each category be a suitable workaround? Help topics can be auto-assigned to specific departments (or categories in this case) - you'd just need to make sure each agent has access to the relevant departments. This would also allow the reports to be grouped per department/category.

It's possible I'm not understanding your request fully, so if this doesn't make any sense then feel free to ignore! ?

bolog

RBGE
Hi RBGE

it does make sense, and i have a feeling that you understood what i asked for, however, we are a small company and we only have two departments - system admins and developers, and, of course, their respective email addresses (we use email fetching). creating multiple help topics and multiple respective departments will not really help. our users submit the tickets via email only. we hardly use the help topics as intended (for ticket routing); we really only use those for coding (documentation and reporting) but it is not enough ?

bolog

RBGE by the way, looking for your input on the above as well please ?

bolog

@ntozier morning, any suggestions here?

ntozier

I didn't respond because @RBGE said that I was going to say.

bolog

ntozier i see, well, what about editing the ticket details built-in form and adding a new form fields - lets say category; type will be choices and as keys i would use something like:
1:info
2:how to
3:new feature
4:correction
5:bug
etcetera

i would make this visible to only agents and they would be able to select this additional ticket detail - category
this does not show up on the dashboard reports, however, it does show up on the exported report from users - organizations - select organization - tickets, but the value is blank.

is there something i am doing incorrectly? is it not enough to set it up as per above?

ntozier

It sounds to me like you should be using Help Topics.

If you want to add custom fields to Ticket Details, you would need to edit or create a queue to display tickets based on that field and value. [I haven't tried to do this but I'm fairly confident that you can].

bolog

ntozier thanks for the suggestion, that will be a good idea in the future to come. viewing the custom field is not a concern at this point. adding a new 'tag' to the ticket on top of the help topic is, so that we can pull reports based on that

while we are on that subject may i ask you, what is the functionality of being able to nest help topics? i can see it can be done, but so far i cannot wrap my head around how that is any different opposed to creating a brand new parent topic