Reasons

Modified on Tue, Aug 13 at 6:46 PM

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.

Add a Reason

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

Modify a Reason

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

Delete Reason

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