Details
New Feature
Major
Description
People open tickets without a second thought of reading the documentation, or trying to find their answer elsewhere, and often it's an Emergency ticket.
- Add 1 new "Visibility" option of "Client Only"
- Add 2 new "Types" that include custom logic. "Checkbox Required", and "Escalate to Emergency". These are only available if "Client Only" is selected for Visibility.
Checkbox Required
Put the "Description" in an information box, which a checkbox below it that includes the "Label". The ticket cannot be opened unless they check the box (after hopefully reading the infobox description)
Escalate to Emergency
Similar to above, info box (alert box if possible) with the description input, and label for checkbox. However, checking the box will cause the ticket to be upgraded to an Emergency. This works best when "Emergency" is not an allowed priority for the department. So, to be clear, "Emergency" can be a status not allowed for the department, and this would effectively override that and make it an Emergency ticket.
Activity
Paul Phillips
created issue -
Paul Phillips
made changes -
| Field | Original Value | New Value |
|---|---|---|
| Description |
People open tickets without a second thought of reading the documentation, or trying to find their answer elsewhere, and often it's an Emergency ticket.
- Add 1 new "Visibility" option of "Client Only" - Add 2 new "Types" that include custom logic. "Checkbox Required", and "Escalate to Emergency". *Checkbox Required* Put the "Description" in an information box, which a checkbox below it that includes the "Label". The ticket cannot be opened unless they check the box (after hopefully reading the infobox description) *Escalate to Emergency* Similar to above, info box (alert box if possible) with the description input, and label for checkbox. However, checking the box will cause the ticket to be upgraded to an Emergency. This works best when "Emergency" is not an allowed priority for the department. |
People open tickets without a second thought of reading the documentation, or trying to find their answer elsewhere, and often it's an Emergency ticket.
- Add 1 new "Visibility" option of "Client Only" - Add 2 new "Types" that include custom logic. "Checkbox Required", and "Escalate to Emergency". These are only available if "Client Only" is selected for Visibility. *Checkbox Required* Put the "Description" in an information box, which a checkbox below it that includes the "Label". The ticket cannot be opened unless they check the box (after hopefully reading the infobox description) *Escalate to Emergency* Similar to above, info box (alert box if possible) with the description input, and label for checkbox. However, checking the box will cause the ticket to be upgraded to an Emergency. This works best when "Emergency" is not an allowed priority for the department. |
Paul Phillips
made changes -
| Summary | Support Manager: Add new custom field option required for opening the ticket | Support Manager: Add new custom field options |
| Rank | Ranked higher |
Paul Phillips
made changes -
| Description |
People open tickets without a second thought of reading the documentation, or trying to find their answer elsewhere, and often it's an Emergency ticket.
- Add 1 new "Visibility" option of "Client Only" - Add 2 new "Types" that include custom logic. "Checkbox Required", and "Escalate to Emergency". These are only available if "Client Only" is selected for Visibility. *Checkbox Required* Put the "Description" in an information box, which a checkbox below it that includes the "Label". The ticket cannot be opened unless they check the box (after hopefully reading the infobox description) *Escalate to Emergency* Similar to above, info box (alert box if possible) with the description input, and label for checkbox. However, checking the box will cause the ticket to be upgraded to an Emergency. This works best when "Emergency" is not an allowed priority for the department. |
People open tickets without a second thought of reading the documentation, or trying to find their answer elsewhere, and often it's an Emergency ticket.
- Add 1 new "Visibility" option of "Client Only" - Add 2 new "Types" that include custom logic. "Checkbox Required", and "Escalate to Emergency". These are only available if "Client Only" is selected for Visibility. *Checkbox Required* Put the "Description" in an information box, which a checkbox below it that includes the "Label". The ticket cannot be opened unless they check the box (after hopefully reading the infobox description) *Escalate to Emergency* Similar to above, info box (alert box if possible) with the description input, and label for checkbox. However, checking the box will cause the ticket to be upgraded to an Emergency. This works best when "Emergency" is not an allowed priority for the department. So, to be clear, "Emergency" can be a status not allowed for the department, and this would effectively override that and make it an Emergency ticket. |
| Sprint | 5.12.0 Sprint 3 [ 210 ] |
| Rank | Ranked lower |
| Remaining Estimate | 0 minutes [ 0 ] | |
| Time Spent | 2 hours, 18 minutes [ 8280 ] | |
| Worklog Id | 17652 [ 17652 ] |
| Assignee | Abdy Franco [ abdy ] |
| Status | Open [ 1 ] | In Progress [ 3 ] |
| Time Spent | 2 hours, 18 minutes [ 8280 ] | 1 day, 2 hours, 13 minutes [ 36780 ] |
| Worklog Id | 17653 [ 17653 ] |
| Time Spent | 1 day, 2 hours, 13 minutes [ 36780 ] | 2 days, 2 hours, 10 minutes [ 65400 ] |
| Worklog Id | 17654 [ 17654 ] |
| Time Spent | 2 days, 2 hours, 10 minutes [ 65400 ] | 3 days, 2 hours, 10 minutes [ 94200 ] |
| Worklog Id | 17655 [ 17655 ] |
| Time Spent | 3 days, 2 hours, 10 minutes [ 94200 ] | 4 days, 2 hours, 8 minutes [ 122880 ] |
| Worklog Id | 17656 [ 17656 ] |
| Status | In Progress [ 3 ] | In Review [ 5 ] |
| Resolution | Fixed [ 1 ] |
| Story Points | 3 |
| Sprint | 5.12.0 Sprint 3 [ 210 ] | 5.12.0 Sprint 3, 5.12.0 Sprint 4 [ 210, 214 ] |
| Rank | Ranked higher |
| Rank | Ranked lower |
| Time Spent | 4 days, 2 hours, 8 minutes [ 122880 ] | 4 days, 2 hours, 32 minutes [ 124320 ] |
| Worklog Id | 17718 [ 17718 ] |
| Sprint | 5.12.0 Sprint 3, 5.12.0 Sprint 4 [ 210, 214 ] | 5.12.0 Sprint 3, 5.12.0 Sprint 4, 5.12.0 Sprint 5 [ 210, 214, 215 ] |
| Rank | Ranked higher |
