Hi Diego, On Fri, Dec 13, 2002 at 11:49:42AM -0300, Diego Fernandez wrote:
In the page "Compose answer for ticket:"
I want to know in which cases do you use the options "yes" and "no" here: "Is the ticket answered" (Yes/No)
Use "Yes" if the ticket is answered with your composed answer. If the ticket is still open it will not escalate. Use "No" if your composed answer is just a info to the customer (e. g. need more time). Ticket will escalate if the ticket is not answered.
and in which cases do yo use the options "Successful Closed" and "Unsuccessful Closed" here: "Next Ticket State"
Use "Successful Closed" if the ticket/problem is solved. -=> So you can create better statistics...
Thanks. Diego
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl