Is there anyway besides a Ticket Rule to have when a client picks a category such as Office Move to have these questions presented to the client to provide more information while they are putting the ticket instead of our TSC calling them back to get it or sending an email?
Example Below:

1) What is the requested date of the move? (The phone technician is gone on Fridays, so no moves can be done on Friday.)

2) How many people are moving?

3) What building and room number are they moving to?

4) What is the name(s) of the person(s) moving?

5) What is the ICN(s) of the computer(s) moving?

6) What is the client’s current extension and phone model? Do they want to keep this extension?

7) Is there any equipment in the room being moved also? If any type of furniture is moving please make sure client puts in a ticket for facilities.

8) What is the extension and phone model in the room they are moving to?

9) Are the client's job duties changing?

10) Is the client changing departments?

11) Is the entire department moving?


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  • Do you mind sharing how you set up a rule to ask a particular questions when a certain category is picked?
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If this request is one of many types in your queue then the only way you have is via a ticket rule. Alternatively you would have to create a custom queue to deal with these types of request and include all the fields within the ticket layout.
Answered 09/29/2017 by: Hobbsy
Red Belt

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