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After watching some videos on SWSD I saw that it is recommended that you put incidents into "Resolved" status once the work is done, and then change it to "Closed" once the the end user verifies that the solution worked properly. With this in mind, it would be nice if there was a way to automatically change the status from…
When creating a new status, the color seems to be chosen at random. This could lead to some mismatched color / word combinations. For example, We have a status of "Customer Responded" which is a light orange color. It would make more sense for this status to be more of a blue or green. This "Customer Responded" color is a…
We have a specific set of Statuses that are only applicable when an incident is set to a certain Category/Subcategory. We'd like the ability to scope statuses to be visible/usable when the category is set.
Today, if a ticket moves from the status New to a status of Pending Assignment, the system counts that as a response for purposes of the "First response" metrics. We intended to use "Pending Assignment" as a sort of holding tank: New (customer wrote the ticket but we've not assessed it yet) -> Pending Assignment (we've…
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