lead ticket, major ticket - simplify and save time in case of problems
Dear SD+ users, dear support
Wouldn't it be useful if you had - in case of a major problem - the possibility to create one 'major ticket' or 'lead ticket' which allows to add for each new same incident request just the name of the user? This would create a new ticket with the same data.
Lets assume that your mail server is dead. This will probably imply a huge amount of phone calls on the hotline. In such a case, it would save a lot of time when you could create on the fly a kind of an incident template, on which you enter all the fields as well as the requester. Each requester who calls you for the same problem, will be added on this lead ticket. It is like duplicating an incident and changing the requester name. After having solved the problem, the closing of the lead ticket will close all associated tickets.
Would this make sense? What do you think?
Thanks for any feedback
regards, Marc
Wouldn't it be useful if you had - in case of a major problem - the possibility to create one 'major ticket' or 'lead ticket' which allows to add for each new same incident request just the name of the user? This would create a new ticket with the same data.
Lets assume that your mail server is dead. This will probably imply a huge amount of phone calls on the hotline. In such a case, it would save a lot of time when you could create on the fly a kind of an incident template, on which you enter all the fields as well as the requester. Each requester who calls you for the same problem, will be added on this lead ticket. It is like duplicating an incident and changing the requester name. After having solved the problem, the closing of the lead ticket will close all associated tickets.
Would this make sense? What do you think?
Thanks for any feedback
regards, Marc