Workflows
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.
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 |
Forms
Forms related to the Support Request Application
Ticket Details
This tab on the Support Request Application links to the ticket info table and certain fields on the Support Request Details Form.
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.