Job Status options - feature request
Hi All,
Would it be possible to add an additional JOB STATUS OPTION so we could have the following:
Open
On Hold
Closed
WaitingUser
The WaitingUser option would be used when the technician has responded to a request and is now waiting on the Requestor to provide feedback. This is different to OnHold as we use OnHold for when a Tech has picked up a job, but is not currently working on it, they change the status from Open to OnHold and back to Open to help keep better time records (very cumbersome)
eg. Requestor submits job for assistance with changing a browser setting.
Tech picks up job, and replys with an email providing information and asking the requestor to try the suggested solution and get back to them if it works.
In this instance the Tech would set the STATUS to WaitingUser. At which point, when the user updated the job (either by web page or reply email) the STATUS would be set back to Open so the Tech could then check the reply and either provide further information or close the job.
Also the ability for the Requestor to close their own request would be good. In the above instance if the Requestor was happy they could simply close the request.
We would like to instigate a process where the Requestors should close all their own jobs, as this way we can be confident that the job is complete to their satisfaction, not just the Tech thought they had done enough.
Thank you for your consideration.
Would it be possible to add an additional JOB STATUS OPTION so we could have the following:
Open
On Hold
Closed
WaitingUser
The WaitingUser option would be used when the technician has responded to a request and is now waiting on the Requestor to provide feedback. This is different to OnHold as we use OnHold for when a Tech has picked up a job, but is not currently working on it, they change the status from Open to OnHold and back to Open to help keep better time records (very cumbersome)
eg. Requestor submits job for assistance with changing a browser setting.
Tech picks up job, and replys with an email providing information and asking the requestor to try the suggested solution and get back to them if it works.
In this instance the Tech would set the STATUS to WaitingUser. At which point, when the user updated the job (either by web page or reply email) the STATUS would be set back to Open so the Tech could then check the reply and either provide further information or close the job.
Also the ability for the Requestor to close their own request would be good. In the above instance if the Requestor was happy they could simply close the request.
We would like to instigate a process where the Requestors should close all their own jobs, as this way we can be confident that the job is complete to their satisfaction, not just the Tech thought they had done enough.
Thank you for your consideration.
