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supportrequestpagescottyproworkflowsandforms:support_request
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| supportrequestpagescottyproworkflowsandforms:support_request [2022/07/22 15:44] – 10.91.129.11 | supportrequestpagescottyproworkflowsandforms:support_request [2023/01/28 22:27] (current) – 10.91.110.100 | ||
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| - | * * * * * * * * * * * * * * * ****Work in progress | ||
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| ====== Workflows, Forms and Templates ====== | ====== Workflows, Forms and Templates ====== | ||
| + | -------- | ||
| **__Workflows__** | **__Workflows__** | ||
| + | [[https:// | ||
| + | |Workflow Breakdown]] | ||
| - | __**Rules**__ | + | __**Rules |
| - | **Auto Assigned** | + | * **Auto Assigned** |
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| + | If you Resolve or Cancel a Ticket in ScottyPro it automatically assigns you the ticket. If you are making the decision to Resolve or Cancel you would be the best person to contact when a ticket needs to be reviewed for any reason. | ||
| - | If you Resolve or Cancel a Ticket in ScottyPro it automatically assigns you the ticket.If you are making the decision to Resolve or Cancel you would be the best person to contact when ticket needs to be reviewed for any reason. | + | * **Assign moving out of Open** |
| + | When you move a ticket out of the Open status and you are not already assigned, You will be automatically assigned the ticket. | ||
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| + | * **Return to Triage** | ||
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| + | If you leave an estimate as 0 the ticket will be returned to Triage. | ||
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| + | * **Billable Only** | ||
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| + | If you move a ticket marked as Nonbillable into Pending Approval it will be moved back to Triage. | ||
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| + | -------- | ||
| __**Emails**__ | __**Emails**__ | ||
| - | Below are the email templates and the contacts they are set to send to per customer | ||
| - | Form | + | |**Template Name** |**State Or On Form Save Used On**| |
| - | | + | |Support Ticket Move|Open, |
| + | |Support Ticket Approval|Pending Approval| | ||
| + | |Support Request Email|Triage| | ||
| + | |Support Ticket Customer Update|Customer Update| | ||
| + | |Support Ticket Update|Operations Update| | ||
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| + | [[https:// | ||
| + | -------- | ||
| + | __**Forms**__ | ||
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| + | Forms related to the Support Request Application | ||
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| + | __**Ticket Details**__ | ||
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| + | This tab on the Support Request Application links to the ticket info table and certain fields on the Support Request Details Form. | ||
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| + | * Email CC | ||
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| + | It is important that the Latest Update is kept updated within a reasonable frequency. The Notes field should only contain info relevant to the investigation or request. | ||
| + | |||
| + | See also [[support: | ||
| + | [[https:// | ||
supportrequestpagescottyproworkflowsandforms/support_request.1658501057.txt.gz · Last modified: 2022/07/22 15:44 by 10.91.129.11
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