Decision...

[vladimircacko]

Hello,

I've been trying to figure out decision button in agent ticket view...

After press decision button, new windows open with subject, text, attachment, note-type, time units... nothing else...

After entering the reason and confirming decision, it shows as note in ticket overview...

This doesn't have any function...

Should it show up in changes section???

I would like to implement decision - approve or refuse... For example if someone request new buy or something like that...

Any help would be appriciated

[reneeb]

What should "approve" and "reject" do?

[vladimircacko]

Scenario would be like this:

Some customer want's new keyboard (for example), he creates new ticket in which he explains that he needs new keyboard and why... Agent (Top level - Supervisor) should be able to make decision about that request... If positive (approved) it would be able for some agent to work on it... If negative (rejected), ticket should be closed and customer should receive update about that...

Is it possible to do this?

[jojo]

this functionality is just used to document decisions on a ticket and has no connection to the change (the change module is newer than the decision note)

[vladimircacko]

Thanks...