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A #hashtag like feature to tickets based on keywords

I was wondering would anyone see any value of keywords that allow you to tag them in the system?

Use Case:

When a customer creates a ticket, they type a commonly used word or phrase. The system will tag that word and turn it into a link. For example if someone types in a model of a printer (ie: East HP 4350) it will hyperlink it to the actual printer's IP.

So on our end we would enter in these words/phrases and in another field put in information that would be helpful/pertinent.

So when it's hyperlinked, I the tech would be able to click on it and access it immediately.

Or have it linked to a search criteria. you would setup the keyword to automatically link to the search function. So if someone types out cisco 7965, it would hyperlink it to the search and I can consult to past tickets related to this model to help troubleshoot the issue.

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Comments

tcore

To me, that would be interesting, but until the system can allow field level coding, then and only then it can be considered. Right now, the processes can only run after the ticket is saved, so setting up a process is not the answer. As far as on the fly searching, it may have to be setup so the system is indexing/searching as the user type. So, what would field be the key? A custom field that you can set as an non-primary index? This could get messy with this app is my thoughts. But a good idea. What we really need is a way to create a Service Catalog. That will allow pre-defined tickets to be populated with the appropriate information. That may help.