Solution Request Parameter

SR Parameters (Solution Request Parameters) specify how a ticket is handled if it reaches a certain status.

It impacts the following:

• Ticket descriptions

  Defines when a new ticket description will be created. It checks how many ticket descriptions with selected statement type already exist (depending on selected Behaviour) and creates a new one only when the condition matches. Up to 2 ticket descriptions can be created / checked within a SR parameter.

• Ticket 'Pass on' functionality

  You can select whether the ticket that has reached the defined status should be forwarded to the overall responsible user or to a specified supportgroup.

Now let's go to the SR Parameter catalog and open an SR Parameter in the edit view.

The SR Parameter contains the following attributes:

• Solution Request

  The SR parameter name.

• Target status

  Specifies for which ticket status should the Solution Request be applied.

• Ticket type

  Specifies for which ticket type should the Solution Request be applied.

• Ticket rule / condition

  Specifies an additional condition that must be fulfilled, i.e. SR Parameter will not be applied until the condition matches.

• Message...

  Message displayed when the condition does not apply

• Pass On

  Specifies ticket forwarding: whether the ticket should be forwarded to the overall responsible person or to a specified support group.

• Check Description 1, 2

  Up to 2 ticket descriptions can be created / checked within a SR parameter.

• Behaviour

  Defines when a new ticket description will be created. It checks how many ticket descriptions with selected statement type already exist (depending on the selected 'Behaviour') and creates a new one only when the condition matches.

• Statement type

  Defines ticket description statement type.

• Comment

  SR parameter comment (e.g. a description of intended use).