Require note if technician accesses ticket
Is it possible to make a technician document a ticket before they leave it?
A couple of scenarios if technicians are picking and choosing work based on the contents of the ticket, currently they can leave the ticket and not comment on why they did not assign it to someone or work on it.
Another is to ensure something is documented each time a ticket is looked at for tracking purposes. Management wants to see how many times technicians are going in and out of tickets before they are resolved.
In essence the count of notes entries on a ticket should also be searchable (not sure if this exists in 5.5.0.5501)
A couple of scenarios if technicians are picking and choosing work based on the contents of the ticket, currently they can leave the ticket and not comment on why they did not assign it to someone or work on it.
Another is to ensure something is documented each time a ticket is looked at for tracking purposes. Management wants to see how many times technicians are going in and out of tickets before they are resolved.
In essence the count of notes entries on a ticket should also be searchable (not sure if this exists in 5.5.0.5501)