When we deploy a computer, our technicians are supposed to have the user sign off on a checklist. Is there a way to force the requirement of the checklist file attachment prior to the close of the ticket? If not, is there a way that I could generate the checklist within the ticket itself so that the technician could go through it with the user and check off each item as the user approves it?
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There is a way. Do you just care about existence of an attachment? or can you recognize the file's name?

Basically you could do a modification of http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1085&artlang=en

You would look for the attachment in the description field and if it's not there reject the closure -- ie reopen it and email the tech
Answered 10/20/2011 by: GillySpy
Seventh Degree Black Belt

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Thank you! I will review this and see if I can get it tailored to my environment. Ideally, I'd like it to be able to look at the attachment name and see if it has some/all of a particular name in it, but I am not sure that our technicians will always name the file the same way. Checking for the existence of an attachment will be a good start.
Answered 11/14/2011 by: jmacko
Yellow Belt

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