Can't Reopen Ticket of xxx Age

That is true, but the way it is setup now, they do not have to re-open tickets to make changes and that is the problem that we are facing. We are in the mortgage industry and to re-open a user’s access ticket is a big no no. Yet, the system allows modifications to the tickets. If we are audited, that would be the question the auditor would ask. Why is the note on this ticket after the ticket was closed? Was something deleted? Was something added? This ding could cost us thousands of dollars. The top of the list should be locking down the tickets so the only way a ticket can be modified is if the tech selects Re-Open. And there should be an option for re-open reason.

Now, another reason for having the lock record feature is this.

We use Microsoft PowerBI for our reporting. Our Executive management wants to see our monthly data and analyze this data weekly, monthly, quarterly, yearly. Now here is my problem, so I am going to take it slow.

John has worked for us since November of 2016. He was part of the Network Technology group. John was let go in August of 2017. My options for handling his tech account after it has been de-activated is as follows.

1. Delete the account – problem with this is, all the tickets he touched (open or closed) will now show no tech assigned. So therefore, the numbers that was provided to upper management will be wrong at the end of the year report.

2. Keep his account but move him from the group - problem with this is, all the tickets he touched (open or closed) will now show no tech assigned. So therefore, the numbers that was provided to upper management will be wrong at the end of the year report.

3. Leave him in the group – this will work on the reporting, but he will still be listed in the dropdown list with the (I). Although this options is the one we use, Management just does not want to keep looking at termed employee’s names on the app.

Now that we covered the technicians, let us focus on the actual tickets. As I said before, I am going to take it slow for someone to better understand.

We have a project, that runs from March to June, to update the Mobile phone users to a new platform. Management wants reports indicating the issues that we have resolved and faced while working this project. To separate these tickets out from our normal workload, we create a request type just for this project. When the project is completed, this request type is no longer needed, therefore we delete the request type after providing management the report. Management received a report indicating our numbers of first resolution, escalated calls, the highest calls received per location, person, department etc. and they are happy. At the end of the year, we provide management with the year end report on everything (including projects). Now here are our problem.

1. The project is no longer on the reports – because we deleted the request type, all the tickets that had that request type (whether open or closed) is now slowing no tech group assigned and the request type shows the request type 1st in the list.

2. All the custom field data that we collected is also gone and cannot be retrieved.

This is what I have found while trying to fix the issues that I have encountered.

1. WHD modified all records no matter what the status. For example, I modified an Action Rule. The moment I saved it, the system applied that rule to all my tickets. Next thing you know, I had over 4000+ error messages from the system. That action rule did not change the data (that I know of yet) because it errored, but what is it looking at that caused it to error? To me, it should not be looking back at anything. It should only look forward.

2. I modify a tech name or group and the same thing happens. Errors and questions as to what it is trying to modify and why is it trying to apply to that ticket?

Giving problems without solutions is not my way of operating so here we go.

MAKE CLOSED TICKETS LOCKED (Read Only). They can only be unlocked using the Re-Open status type.

We created a duplicate ticket action rule that works great, so if the client calls back on a closed ticket, they should be creating a new ticket and not automatically opening the original. (why is that) because that ticket may have come from a different reporting area. So, our rules are;

1. if it has been closed for 5 business days, you create a new one. Less than 5 business days, re-open.

The benefits for everyone would be

1. The removal of an obsolete request type will not change the legacy data for reporting.

2. I can remove terminated technicians from the system and it will not change the year end reports.

If this did not make it clear, then reach out to me and I can show you what we are facing with this application.

Teresa Core