Search Again: Re: Tech Support Q From: Shawn Hogan Date: Friday, March 12, 1999 Time: 11:02:04 am Thot Networks wrote: > Can't tell if there's a reason for this but here goes. When an employee >clicks on the resolved button on the tech support line item, I understand >this to mean that the issue is resolved and hence completed. However, if I >open the item detail, it doesn't show it as completed. I know you've been >adding a lot of features to this so I might be missing something... If not, >could the completed information be triggered by the person who "Resolves" >the line item? Not really, no. Resloved and Completed are two totally different things. Completed is more for tracking how long the tech call was. Resolved is more for if the issue was resolved. Resolved could take days, while a completed call hopefully doesn't take days. > Adding a feature to send the customer an email from the library off of >the tech support detail screen would be pretty cool too. Especially if you >added the <TicketNum> tag as the subject or something - then we could open a >ticket and send the customer a "Ticket XXXX Opened" email letting them know >we're on it... and perhaps when it's resolved (only if a ticket number was >assigned) send them another email telling them that it's closed.... just an >idea... Mmmmm... probably not, it would then break the rest of the letters because you would have to insert very area specific variables into the letters. (ticket#, etc.) - Shawn ------------------------------- Shawn D. Hogan President, Data Point Solutions http://www.data-point.com (619) 452-3696 ICQ: 8319647 ------------------------------------------- To subscribe, unsubscribe and list archive please visit http://www.data-point.com/lists -------------------------------------------

Messages In This Thread: Tech Support Q by Mike Oas on Mar 12, 1999 at 10:41:47 am Re: Tech Support Q by Shawn Hogan on Mar 12, 1999 at 11:02:04 am