This idea is to enhance the "Assigned Tech" area of Quick Tickets, so that when a Quick Ticket is used, there can be more control over who is assigned a ticket created by the feature.
The image below illustrates the proposed changes:
The existing "Request Type" field on the Quick Ticket can be removed as the new "Default Request Type" field shown above, would take it's place. By making the changes above, the programming for Quick Tickets could be vastly improved to allow you to continue to define the "Request Type" to use on tickets created using the Quick Ticket feature, but also now specifically identify what should happen with the ticket once it's saved in terms of ticket assignment.
This change would make the Quick Ticket feature very much like (if not identical to) the "Assign To" action that's available when programming "Actions", which should make the change rather intuitive.
Use Case: Currently when using Quick Tickets, there is no way to force the ticket to be assigned to the person who is using the Quick Ticket. That means in situations where routine tickets are being created using the feature, the person who created the ticket isn't ultimately who will get credit for closing the ticket, even in situations where the issue documented in the Quick Ticket is a simple issue (i.e. user calls for a password reset).
Quick Ticket Programming Example:
That means that in situations where someone creates a ticket using the Quick Ticket Feature which is programmed to set the status to "RESOLVED" (i.e. Solution Proposed or Even Closed) and a description and note is added like what you see in the example Quick Ticket programming shown above, in order to get credit for resolving/closing the ticket, the tech needs to remember to go back and change the "Assigned Tech" to themselves as a separate step and then save the ticket again. That's because the existing Quick Ticket feature presumes by default...that all tickets created using the Quick Ticket feature, would be assigned off to other staff - not the user creating the ticket.
Although SOMETIMES this is true, not always is this true...and in most circumstances a Help Desk Agent is looking for a way to create tickets quickly, especially in situations where the call is routine (i.e. a Password Reset). This change would make using Quick Tickets for these situations much more intuitive and require less "remembering" for Help Desk Agents, in terms of getting credit for tickets they themselves both create and resolve.
