User Tools
Workflows, Forms and Templates
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
- 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.
