| Change Request to Incident |
Not Supported |
Allows technicians to change a request to an incident (and vice versa) |
See KB 1801 |
| Awaiting Customer Response |
A ticket status that triggers reminders; Requires ticket be resolved to cancel reminders |
A ticket workflow that triggers reminders and places ticket status to On-Hold and checks for a status change before sending reminders |
See KB 1939 |
| Updates and Comments |
Customers are notified on select updates; Analyst comments default to private; Analysts are notified when comments are added to a ticket they are assigned to |
Customers are notified on updates unless removed; Comments default to private; Technicians are notified when comments are added to a ticket they are assigned to |
Uncheck Make comments private prior to saving an update or comment to allow the customer and ticket contacts to view the update/ comment in the ticket feed. Comments will not generate a customer notification regardless of the private setting. |
| Customer replies after ticket is resolved |
Status is not updated; Ticket is flagged for review within 5 days of resolution |
Status is not updated; |
Use My Active Tickets Assigned to Me Last Modified by Someone Else report to monitor ticket comments after resolution. |
| Workflows |
Workflows are controlled by administrators |
Workflows can be added/removed from a ticket by technicians |
Use the Actions button to reassign/remove a ticket’s workflow. Only one workflow is associated to a ticket at a time. |