KB: Ticket Statuses and their Applicative Usage - Revision history

Dina at 12:48, 8 July 2020

2020-07-08T12:48:10Z

← Older revision		Revision as of 12:48, 8 July 2020
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	==Introduction==		==Introduction==
	In ~~CommitCRM~~, the Ticket Status field has a fixed number of possible values. The statuses themselves can be renamed (via '''Tools > Options > Tickets (Admin) > Customize Status Values''').		In RangerMSP, the Ticket Status field has a fixed number of possible values. The statuses themselves can be renamed (via '''Tools > Options > Tickets (Admin) > Customize Status Values''').
	Each Ticket status also has an applicative meaning (Ticket statuses are tied into the workflow), and also after renaming it, it will continue to behave in the same way.		Each Ticket status also has an applicative meaning (Ticket statuses are tied into the workflow), and also after renaming it, it will continue to behave in the same way.

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	==Closing and Reopening Tickets:==		==Closing and Reopening Tickets:==
	When closing tickets in ~~CommitCRM~~, the system adds the time the ticket was closed to the ticket info under the '''Close Date''' field, so that you can see how long the ticket was open, as well as how long has passed since you've last maintained an asset. Once a ticket has been closed, the ticket can be reopened so that your employees can follow up with any tasks that were not performed. When reopening a ticket, the Close date will be cleared from the ticket info, so that you can continue work on the ticket and have it closed again later.		When closing tickets in RangerMSP, the system adds the time the ticket was closed to the ticket info under the '''Close Date''' field, so that you can see how long the ticket was open, as well as how long has passed since you've last maintained an asset. Once a ticket has been closed, the ticket can be reopened so that your employees can follow up with any tasks that were not performed. When reopening a ticket, the Close date will be cleared from the ticket info, so that you can continue work on the ticket and have it closed again later.

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Reno at 16:58, 11 December 2009

2009-12-11T16:58:43Z

← Older revision		Revision as of 16:58, 11 December 2009
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	In CommitCRM, the Ticket Status field has a fixed number of possible values. The statuses themselves can be renamed (via '''Tools > Options > Tickets (Admin) > Customize Status Values''').		In CommitCRM, the Ticket Status field has a fixed number of possible values. The statuses themselves can be renamed (via '''Tools > Options > Tickets (Admin) > Customize Status Values''').
	Each Ticket status also has an applicative meaning (Ticket statuses are tied into the workflow), and also after renaming it, it will continue to behave in the same way.		Each Ticket status also has an applicative meaning (Ticket statuses are tied into the workflow), and also after renaming it, it will continue to behave in the same way.


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Reno: Created page with '==Introduction== In CommitCRM, the Ticket Status field has a fixed number of possible values. The statuses themselves can be renamed (via '''Tools > Options > Tickets (Admin) > C…'

2009-12-11T16:57:51Z

Created page with '==Introduction== In CommitCRM, the Ticket Status field has a fixed number of possible values. The statuses themselves can be renamed (via '''Tools > Options > Tickets (Admin) > C…'

New page

==Introduction==
In CommitCRM, the Ticket Status field has a fixed number of possible values. The statuses themselves can be renamed (via '''Tools > Options > Tickets (Admin) > Customize Status Values''').
Each Ticket status also has an applicative meaning (Ticket statuses are tied into the workflow), and also after renaming it, it will continue to behave in the same way.

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==Tickets Applicative Usage==
The Ticket status can be automatically updated by the system in certain events.

For example:
*When dispatching a ticket, the status automatically is changed to "'''Scheduled'''"
*When completing a ticket (via the Completed button) the ticket status changes to "'''Completed'''"
*When setting the ticket Close Date, the system suggests to change the status to "'''Completed'''" automatically

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==Closing and Reopening Tickets:==
When closing tickets in CommitCRM, the system adds the time the ticket was closed to the ticket info under the '''Close Date''' field, so that you can see how long the ticket was open, as well as how long has passed since you've last maintained an asset. Once a ticket has been closed, the ticket can be reopened so that your employees can follow up with any tasks that were not performed. When reopening a ticket, the Close date will be cleared from the ticket info, so that you can continue work on the ticket and have it closed again later.

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==See Also==
*[[Tickets|Tickets Workflow]]

[[Category:KB|Tickets]]