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how to force selection of category when first entering a ticket

When  you set up a Q you need to provide a default category. The problem with this is that a high percentage of people dont bother to use an appropriate category because they just leave the default value. Is there anyway to force them to select a meaningful category before they save the ticket the first time. 


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Answers (2)

Posted by: Hobbsy 1 week ago
Red Belt
0

There is no way to force this, the very fact that the queue has a default value means that there is a value there, so making the field mandatory has no effect.

In the past when dealing with customers complaining about techs not completing the category field correctly, I always advise that you maybe need to manage your people better, so they understand the importance of categorisation, not that it helps ;o)

Posted by: kiwiblue 1 week ago
Second Degree Green Belt
0

Thanks Hobbsy

Agreed that was my point to the Q manager up front but they let things slide so they are now having to go back and correct the Category on over 200+ records (some of which are archived) so they can report on things correctly. The tickets are for property maintenance so the users are non tech. 

I will remind the Q manager that they should check these every day and correct them. That way there is no huge backlog to fix. 




Comments:
  • You could run a report the daily highlights tickets with the default category sorted by analysts to show the worst offenders? Or I actually wonder if you could run a ticket rule to set the category to NULL f it is the default, the next person would have to set the value then. (Update) That doesn't work as KACE immediately adds in the default value as soon as you open the ticket.

    It may be you have set the values of categories in a way that doesn’t work, I do a masterclass in how to setup effective categorisation, if you want to reach out we can setup a call ;o) - Hobbsy 1 week ago

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