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supportrequestpagescottyproworkflowsandforms:support_request
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| Both sides previous revisionPrevious revisionNext revision | Previous revision | ||
| supportrequestpagescottyproworkflowsandforms:support_request [2022/11/28 13:33] – 10.91.129.7 | supportrequestpagescottyproworkflowsandforms:support_request [2023/01/28 22:27] (current) – 10.91.110.100 | ||
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| Line 1: | Line 1: | ||
| ====== Workflows, Forms and Templates ====== | ====== Workflows, Forms and Templates ====== | ||
| + | -------- | ||
| Line 7: | Line 8: | ||
| |Workflow Breakdown]] | |Workflow Breakdown]] | ||
| - | -------- | + | __**Rules |
| - | __**Rules**__ | + | |
| + | * **Auto Assigned** | ||
| + | |||
| + | 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. | ||
| + | |||
| + | * **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. | ||
| + | |||
| + | * **Return to Triage** | ||
| + | |||
| + | If you leave an estimate as 0 the ticket will be returned to Triage. | ||
| + | |||
| + | * **Billable Only** | ||
| + | |||
| + | If you move a ticket marked as Nonbillable into Pending Approval it will be moved back to Triage. | ||
| - | **Auto Assigned** | ||
| - | - | ||
| - | 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. | ||
| -------- | -------- | ||
| __**Emails**__ | __**Emails**__ | ||
| Line 26: | Line 39: | ||
| [[https:// | [[https:// | ||
| -------- | -------- | ||
| - | **Forms** | + | __**Forms**__ |
| + | Forms related to the Support Request Application | ||
| + | |||
| + | * Operations Update | ||
| + | * Customer Update | ||
| + | * Support Request Details | ||
| + | * Resolution Form | ||
| + | * | ||
| + | __**Ticket Details**__ | ||
| + | |||
| + | This tab on the Support Request Application links to the ticket info table and certain fields on the Support Request Details Form. | ||
| + | |||
| + | |||
| + | * Summary | ||
| + | * Estimate | ||
| + | * Status | ||
| + | * Create Date | ||
| + | * Latest Update | ||
| + | |||
| + | * Requestor email | ||
| + | * Notes | ||
| + | * Billable Status | ||
| + | * Description | ||
| + | * Point of Contact | ||
| + | * Email CC | ||
| + | |||
| + | 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.1669642433.txt.gz · Last modified: 2022/11/28 13:33 by 10.91.129.7
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