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Ticket in progress

PostPosted: Wed Oct 23, 2013 9:51 am
by Oppie
Is there a way to indicate that a Ticket has been accepted by a tech and is in progress? We need this with a date stamp (the flag indicator doesn't date stamp in the History tab).
We want to be able to visually see and report on "in progress" tickets without creating another Status option.

Re: Ticket in progress

PostPosted: Mon Nov 18, 2013 11:38 am
by eliaslynch
If you need a date stamp I would suggest creating a field called 'Accepted Date' and then if it's populated, it's accepted.

Just then create some 'action' for the tech to perform so that it's 'accepted'.

Then again, if you want to assume 'in progress' means it was accepted, just have the date populate when it goes in progress.

I'm a little out of practice with v5 and I know v6 handles this much better, but you should be able to easily do this with triggers or by having the person enter an activity with a specific category.