Using Note to update ticket status

[MWMeads]

I work in an environment where I need the ticket to be shown as 'touched' if an agent puts a note on the ticket.

Right now we are doing alot of work on tickets that isn't suppose to be customer facing. From what I can see, the only way to update the time, or reset time counters on a ticket is if there is a email reply or a phone inbound.

Can anyone give me an idea as to how to do this?

[crythias]

Enable the state/status option for view note in SysConfig.

[MWMeads]

View note is where? I will search for it and see if I can find it. This is for no customer facing notes right?

[MWMeads]

Think I got it.


Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewNote

Option is:

Reset this setting Ticket::Frontend::AgentTicketNote###State

Correct?

[MWMeads]

Naw, that didn't do it.

Still shows:

Type:
Incident
State:
open
Locked:
unlock
Queue:
Internet::Wireless[...]
Owner:
WB
First Response Time:
-24 h 37 m
07/06/2012 19:18
Update Time:
42 h 22 m
07/09/2012 14:18
Solution Time:
65 h 22 m
07/10/2012 13:18

[crythias]

Nothing is going to change Escalation for SLA except contact with customer, by default. The idea is that Escalation is based upon whether or not you contact customer. "Does the customer know you're working on it?"

[MWMeads]

I entirely agree on that fact. I am talking more so about expiration time regarding last time someone adding ANYTHING to the ticket.

So if I put a note in the ticket saying 'Rebooted customers ratio, checking in 30 minutes', I need it to reset the time. I don't need the customer to know these things.

Same goes for if I am working on backend server stuff.

[crythias]

if I put a note in the ticket saying 'Rebooted customers ratio, checking in 30 minutes', I need it to reset the time

I'd use a pending reminder for that, though ...?

[MWMeads]

Will Pending Reminder actually catch that stuff and update the ticket times?

From what I have seen, it does not. But I need some sort of mechanism that updates the times on the system so that I know who has touched a ticket and when. It's just not proper to send a customer an email when you have backend work being done.

[crythias]

Will Pending Reminder actually catch that stuff and update the ticket times?

I don't fully understand what ticket time you want to modify. Obviously(?), any article create date is inherently a reportable statistic, so there's that.

[MWMeads]

This is in the dashboard view.

[crythias]

Ok, but you completely agreed that this information is relevant to contact with customer, yet you don't want it to be so.

[MWMeads]

No no no.

Your missing my point.

In an ISP/WISP environment, sometimes touching tikets is done for monitoring purposes. If I need to check status on a customer's routers looking for line errors and such, I don't NEED to contact the customer. I need to document the results of testing note any errors or problems and document what I plan to do next. This is non customer facing information but needs to update the timeframe. Showing that the ticket has been touched within X amount of time.

So, Open ticket with customer on the phone. Issue is semi resolved but I let the customer know I will keep an eye on it for a few days and if it looks fine I can close. So I set ticket into status of Pending reminder if needed, or leave it open but note it when I touch it. That way on the dashboard I see the time go back to 0m.

[crythias]

New/Open tickets is always from creation
Escalation is based upon times set in Queue (first customer contact, etc.)
Reminder is based upon (expiration of) pending time.
Nothing here determines age of last touch. This is asked all the time in several different ways, and if I were to implement any workaround with respect to your request, it would be to implement a Pending (something) (reminder?) upon initiation of the task. Something like "This should not take me longer than x to resolve. Oh, and btw, this is a touch time."

Further, let's say I put this pending time as incredibly short, such as 1 minute or 1 hour. Then it shows up in the Pending box like I'd want to see it as a last touched. Not only that, it tells me how long ago that pending time was, because the pending time was past due.

[MWMeads]

I can see how that works, but the requires having people use the pending option's to add notes instead of adding notes themselves.....right?

[crythias]

Yes, and you'll probably want to change the default +1 day in pending... It's not a trivial change, but it's what I have to offer for now.