Closing ticket process
Hi guys,
We have a few fields that I've set as mandatory before a ticket can be closed (technician, category, sub-category, item). Currently if we try to close a ticket it will prompt us for the closure reasons etc, then, when we click close, if any of the mandatory fields are not completed it will take us to an edit screen where we need to complete the required information, save the updates, then go through the closure process again.
I'd like to suggest the process could be streamlined such that when we click the "Close" button it first checks the mandatory fields are filled in, warning at this point if they are not, once all the fields are filled in it then allows us to go to the completion reasons screen.
Cheers
We have a few fields that I've set as mandatory before a ticket can be closed (technician, category, sub-category, item). Currently if we try to close a ticket it will prompt us for the closure reasons etc, then, when we click close, if any of the mandatory fields are not completed it will take us to an edit screen where we need to complete the required information, save the updates, then go through the closure process again.
I'd like to suggest the process could be streamlined such that when we click the "Close" button it first checks the mandatory fields are filled in, warning at this point if they are not, once all the fields are filled in it then allows us to go to the completion reasons screen.
Cheers