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Open/Close Ticket

When our Support Team creates Tickets from client phone calls and walk-ups I want to be able to open and close a Ticket during the initial call.  This will reduce ticket handling time and eliminate unnecessary emails sent to the Ticket Submitter, Owner, CC: List etc. when a Ticket is opened, then another email when the Ticket is closed. A single email to the options defined on 'Email on Events' would be great for this feature.


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Answers (4)

Answer Summary:
Posted by: KevinG 4 weeks ago
Red Belt
1

Open a Quest/KACE support ticket to file a product feature request.
There is no guarantee that the feature will be implemented.

Posted by: Hobbsy 4 weeks ago
Red Belt
0

So I know you sort of asked for a feature request, but here’s a thought, there is always something you can do.

So I’d untick the email option for when a call is logged, then add in a custom field as a tick box, labelled “first time fix”.

Next recreate the send ticket on ticket log as a ticket rule but add in “when the first time fix box is not ticked” to the logic.

So if you don’t tick the box the email gets sent. If you then log and close the ticket in one go your mails will be reduced.

just a thought ;o)

Posted by: PSMT LLopez 4 weeks ago
Senior White Belt
0

Top Answer

Thanks Hobbsy, sounds a little complicated to me but I will try to figure out how to do this and test it until the feature is available in a new release.

Posted by: Hobbsy 4 weeks ago
Red Belt
-1

From experience  I have frequently found it is better to create ticket rules to manage your emails rather than rely on  the built in functionality, as you have more control.

And as for waiting for the feature to be added, don’t hold your breath. Once in 15 years I actually got KACE product teams to listen and add functionality!! If you need any help, feel free to reach out.

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