Helo,
I am trying to accommodate the following workflow, and cannot figure out if it possible.
Imagine 2 tier helpdesk;
new ticket comes in with default "help topic"
tier one follows up, troubleshoot, trying to fix the issue. But cannot. So ticket need escalation to tier two.
What I need is for tier one to provide required information on escalation.
All that ideally be done like this:
- Tier one tech picks new help topic, that adds required fields to the ticket
- Tier one fills up required fields and then be able to escalate (reassign)
Right now when help topic is changed, there no changes to original ticket fields..
I understand from old posts that it was not possible in old versions, but this is really important feature to have especially when techs are not in the same room.
Thanks.
