Multi-level tickets classification?
Hello, I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance: Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem There is a total of 150+ categories. For some categories, the tree has only 2 levels. Ideally, those levels can be changed at any time during the ticket's lifecycle, but are frozen once the ticket is in any of the "closed" states. Is there a recommended method to do so? Thanks, Olivier
El dt 09 de 10 de 2012 a les 12:01 +0200, en/na Olivier Macchioni va escriure:
Hello,
I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance:
Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem
There is a total of 150+ categories. For some categories, the tree has only 2 levels.
Ideally, those levels can be changed at any time during the ticket's lifecycle, but are frozen once the ticket is in any of the "closed" states.
Is there a recommended method to do so?
Thanks,
Olivier
You could use Generic Agent feature, which can lock, change owner/state,
etc tickets according to a preset filter.
In addition of that, you can combine the above feature with Dynamic
Fields to create switches (eg: FrozenTicket as a Checkbox without
associate it into a article or ticket) to control ticket flows.
--
Adrià García-Alzórriz
On Oct 9, 2012, at 15:26, Adrià García-Alzórriz wrote:
El dt 09 de 10 de 2012 a les 12:01 +0200, en/na Olivier Macchioni va escriure:
Hello,
I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance:
Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem [...]
Thanks,
Olivier
You could use Generic Agent feature, which can lock, change owner/state, etc tickets according to a preset filter.
In addition of that, you can combine the above feature with Dynamic Fields to create switches (eg: FrozenTicket as a Checkbox without associate it into a article or ticket) to control ticket flows. -- Adrià García-Alzórriz
Thank you Adrià, I fail to see how to implement this using Dynamic Fields. Would I need 3 dynamic fields, one per level in my multi-level tree? If so, how can I restrict the choice for the 2nd level depending on the selection in the 1st level? In my example above, I don't want to see a selection of "Supplier / Payment / Invoice dispute" for instance. It's not a valid classification for me. I could of course use 1 dynamic fields to hold the whole path in the tree, but this would leave me with a drop-down with 150+ choices - not really nice :( Olivier
http://forums.otterhub.org/viewtopic.php?f=53&t=16009#p64539 Dependent Fields are what you said: three fields, plus ACL, plus a bit of javascript. On Tue, Oct 9, 2012 at 10:06 AM, Olivier Macchioni < olivier.macchioni@wingo.ch> wrote:
On Oct 9, 2012, at 15:26, Adrià García-Alzórriz wrote:
El dt 09 de 10 de 2012 a les 12:01 +0200, en/na Olivier Macchioni va escriure:
Hello,
I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance:
Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem [...]
Thanks,
Olivier
You could use Generic Agent feature, which can lock, change owner/state, etc tickets according to a preset filter.
In addition of that, you can combine the above feature with Dynamic Fields to create switches (eg: FrozenTicket as a Checkbox without associate it into a article or ticket) to control ticket flows. -- Adrià García-Alzórriz
Thank you Adrià,
I fail to see how to implement this using Dynamic Fields.
Would I need 3 dynamic fields, one per level in my multi-level tree? If so, how can I restrict the choice for the 2nd level depending on the selection in the 1st level?
In my example above, I don't want to see a selection of "Supplier / Payment / Invoice dispute" for instance. It's not a valid classification for me.
I could of course use 1 dynamic fields to hold the whole path in the tree, but this would leave me with a drop-down with 150+ choices - not really nice :(
Olivier
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participants (3)
-
Adrià García-Alzórriz -
Gerald Young -
Olivier Macchioni