No means to add activity when closing ticket

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No means to add activity when closing ticket

Postby 0vestel0 on Tue Jan 19, 2010 11:46 am

In AN5 there is the possiblity to add an activity when closing a ticket.
Now a ticket can only be closed without this option.
I am really missing this option.
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Re: No means to add activity when closing ticket

Postby eliaslynch on Tue Jan 19, 2010 6:02 pm

if ur working with the quickstart check out the action for closing. if ur working with incidents it's under incidents-workflow-actions-tasks called close incident. open it up and see the form tab. click the hyperlink to modify the form and add whatever fields you want. in this case activity details. make it mandatory, restart and all good :)
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Re: No means to add activity when closing ticket

Postby 0vestel0 on Wed Jan 20, 2010 9:13 am

Oke, found it, changed some...... Looks nice.
So .... if i understand it correctly, i have to build my own forms just to get basic/standard AN5 functionality . :shock:

I like the posibility to customise forms. And if i would be a new customer just starting, than this is great. But to migrate to a newer version and losing default screens/workflow. That sounds a bit odd to me.

Patrick
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Re: No means to add activity when closing ticket

Postby pille on Wed Jan 20, 2010 4:45 pm

0vestel0 wrote:So .... if i understand it correctly, i have to build my own forms just to get basic/standard AN5 functionality . :shock:


No. You don't.

During the beta you should create a quickstart database and export the workflow and such from admin settings to place in your upgraded database if you want it now. Once the product is released we're going to export the various items from admin settings and place them on the support portal so you can import them individually as needed.
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Re: No means to add activity when closing ticket

Postby 0vestel0 on Thu Jan 21, 2010 6:05 am

Hi Paul,

Thanks for clearing that for me. 8) I will try it right away.

patrick
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Re: No means to add activity when closing ticket

Postby 0vestel0 on Thu Jan 21, 2010 7:51 am

I exported the workflow from the quickstart database. Looks a lot beter. But i am still missing some fields.
in the closure, there are no categories for closure. Categories here are the FAQ categories. Not what i expect or want.

Diggin deeper in this, it shows that in AN5 (admin settings) there is (for example) -->Service Support --> Incident Management --> Activities -->Classifications an categories --> Categories.
Here are the categories wich define the activity. Like email, phonecall, research and so on.

I cannot find this anywere in AN6.

As for importing the entire workflow:
In AN5 i translated a lot. After migrating the database and importing the workflow, both the translated fields and the english descriptions present.
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Re: No means to add activity when closing ticket

Postby eliaslynch on Fri Jan 22, 2010 9:09 pm

0vestel0 wrote:Diggin deeper in this, it shows that in AN5 (admin settings) there is (for example) -->Service Support --> Incident Management --> Activities -->Classifications an categories --> Categories.
Here are the categories wich define the activity. Like email, phonecall, research and so on.


This is completely changed in v6. Activity workflow no longer exists and neither do activity categories or UDFs. This is one of the major things that have been removed. There was talk of this in the webinar today so not sure if heard the explanation.

It takes a different approach that takes some getting used to, but it's growing on me in a big way.
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Re: No means to add activity when closing ticket

Postby 0vestel0 on Tue Jan 26, 2010 9:17 am

I have not been able to follow the webinars at this moment. So i did not get this.

Why has this been removed? It worked great. We use this a lot.
As far as i see AN6 now, i will have to look at some things. But at this moment it gives me no reason to upgrade from AN5.
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Re: No means to add activity when closing ticket

Postby pille on Tue Jan 26, 2010 6:51 pm

0vestel0 wrote:But at this moment it gives me no reason to upgrade from AN5.


Don't be hasty my friend :) You're new to it. It's a big change.
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Re: No means to add activity when closing ticket

Postby 0vestel0 on Wed Jan 27, 2010 9:53 am

Not at all. I do not want to be hasty in any way.
Not in dismissing nor in upgrading. Just saying that at this moment, AN5 suits us right and maybe AN6 has changed to much in comparison to AN5 for us.

And maybe, just as eliaslynch, it will grow on me.

A Webex about workflow is a really good idea.
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Re: No means to add activity when closing ticket

Postby pille on Wed Jan 27, 2010 10:32 am

0vestel0 wrote:Not at all. I do not want to be hasty in any way.


It was in jest man :) No worries. I never thought you were being hasty. You're just saying it like you see it at this moment and the truth is that's what we want to hear.

I think from a starting position AN5 was more difficult because it was so 'behind the scenes' and there was no documentation or examples. However, being used to AN5, with the change in concept, there is a struggle to figure out how to do certain things initially.

I hope everyone is interested in a webinar like you are on this topic.
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Re: No means to add activity when closing ticket

Postby 0vestel0 on Wed Jan 27, 2010 11:37 am

No Problem. That was quite obvious 8)

I think it is just a different way of approach. (like the German say Umdenken)
And we all know how hard it is to change habits.

My greatest question is: We are so very used to the activity workflow and activity categories. How should we do this in AN6.

i hope that a webinar can enlight me in this.
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