Reasons

Use the Reasons feature to track why users send tickets to the field.  After defining a set of reasons, when users put a ticket in a folder or assign a ticket, they use a menu to indicate the reason they are sending the ticket to the field.

New and modified reasons are available immediately throughout the system.

When creating Reports, you can use reasons as one of the fields in the report.

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Reasons
  2. On the Reasons Summary page, click Add a Reason
  3. On the Add Assignment Reason page, fill in the fields. See Modify Reason, step 2, below

 

  1. On the Reasons Summary page, in the Reason column, click the reason
  2. On the Modify Assignment Reason page, fill in the Type and Reason fields
  3. Click Save

 

  1. On the Reasons Summary page, click Delete Reason
  2. On the Delete Assignment Reason page, check the boxes for the reasons to be deleted
  3. Click Delete