I would like to see an addition in the way we create ticket Request Types, by adding an option to specify the TICKET TYPE as a default setting per specific REQUEST TYPE.
We have a REQUEST TYPE of Network Outage, and would like to set the default for this to TICKET TYPE as PROBLEM. Therefor all network outage tickets will be assigned PROBLEM as ticket type.
Same for any other request types we may have. During configuration or creation of the request type we have an option to set what the default for that request should be.
Secondly we should still be able to make manual changes when opening the ticket, and change the default Ticket Type to something different depending on circumstances.
In addition we should be able to assign a predefined FAQ to a specific Request Type.
Say we have a Request Type named re-image a workstation, then we will create a FAQ that will contain all the steps / attachment how to re-image the workstation.
Then in the Request Type configuration screen assign the FAQ number to that Request Type.
When a ticket is assigned to a tech, they will immediately also have the solution to the request by clicking on the FAQ that is now part of the Ticket Details.
Secondly we should still be able to make manual changes when opening the ticket, and change the default FAQ to something different.
We do have a high turnover in support technicians since we provide internships for college students, to pick up experience in the field.
These changes will assist us tremendously to make it as simple as possible.
Thank you
