Creating with attributes / Stalling with a reason

Hi all

Two things on which I’d like others’ ideas, if any:

  1. We need to force users to enter specific attributes on creating any
    ticket. What we’ve done is modify the SelfService to preload keywords
    for any queue (we replaced the “New Request” link with the “Create
    ticket in” + dropdown + select combo). Then, in the back-end logic, we
    simply check whether those keywords have been selected, and keep on
    displaying an error message until the user has selected those
    attributes. Has anyone else needed/implimented the same functionality

  2. We need to impliment a way to record a reason for stalling a ticket
    in an automatic fashion, so that we can produce nice stats for the
    pointy-haired types :). What I’ve been thinking is using Keywords for
    this, so that we can have a pre-defined list of reasons why a ticket
    can be stalled. Then, in the Ticket/Elements/EditBasics, I added a
    SelectKeyword drop-down right next to the SelectStatus drop-down, which
    is populated from a hard-wired Root in Keywords. Then, the back-end
    will determine if a ticket was changed from anything to stalled, and
    add that keywords, as well as conversely checking whether the status
    has been changed from stalled, and removing that ticket. Again, anyone
    else needed/did this before? Obviously, mail handling will also need
    to be changed to do the same thing…


Dewet Diener -o)
Systems Administrator iTouch Labs /
Self-confessed geek and Linux fanatic __v

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