Add a new Ticket DescriptionUse case scenario: If you want to add new information (e.g. additional information requested from the end user) to the ticket, you need to create a new ticket description. The following actions are involved in the process:
To add a new ticket description:
Note: By accepting a Service Request by the 1st Level from a Call Center, the overall responsibility is changed to the 1st Level.
Checklists in Ticket Descriptions A ticket description can be optionally supplemented with additional information structured in the form of a checklist questionnaire. This is done by attaching an object of the 'Questionary' object type to the ticket description. To add a supplementary checklist to a ticket description:
The attached checklist questionnaires are primarily intended for use with ticket descriptions of 'Checklist' statement type. While their use with ticket descriptions of other statement types is also possible, for 'Checklist' statement type attaching a questionnaire is mandatory. Customization information: Each checklist questionnaire (or, more precisely, each questionnaire type) is represented by a separate view defined for the 'Questionary' object type. A new, customer-specific checklist questionnaire can thus be added by creating a new view for the object type and providing attribute translations corresponding to the type of data the questionnaire asks for. The two images below provide an example of the predefined 'General Interruption' questionnaire type - the actual editor and its preparation in the view customizer.
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