====== Workflows, Forms and Templates ======
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**__Workflows__** 

[[https://docs.google.com/spreadsheets/d/1E1Wb4x9gi6lIRhrlvmkHz7AMS1K1Piv9-qCbKm8BDQU/edit#gid=944578871
|Workflow Breakdown]]

__**Rules to Note**__

* **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. 

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__**Emails**__


|**Template Name**	|**State Or On Form Save Used On**|
|Support Ticket Move|Open,In Progress,Paused By.. Awaiting Verification,Resolved, Cancelled|
|Support Ticket Approval|Pending Approval|
|Support Request Email|Triage|
|Support Ticket Customer Update|Customer Update|
|Support Ticket Update|Operations Update|

[[https://docs.google.com/spreadsheets/d/1E1Wb4x9gi6lIRhrlvmkHz7AMS1K1Piv9-qCbKm8BDQU/edit#gid=2124009957| Templates Futher details]]
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__**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:scotty_pro_support_forms|ScottyPro Support Forms and Important Fields]]

[[https://docs.google.com/spreadsheets/d/1E1Wb4x9gi6lIRhrlvmkHz7AMS1K1Piv9-qCbKm8BDQU/edit#gid=1162900677|Details on ScottyPro Forms]]