Hi there, I was wondering if its possible to allow the ticket source option to be edited/manually set by administrators. We have a phone system that we will not be able to integrate into, but would still like a way to track tickets that are generated from phone calls.
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Hello MatthewB, glad to have you around!
An escalation rule can be used to modify the field, however, you’d have to set specific categories
From my end I ran a test for this.
The specific categories used from my end are just for representation, you can use others, however, they would need to be used only for this scenario
The next step would be to create an escalation rule
These settings are set in a general matter
However if your admins submit incidents and requests, you may want to set the field “SR type” to “All”
The scheduled timer to trigger the escalation can be set based on the “minutes that have passed since” the “request time” - we recommend setting a minimum of 5 minutes
Bellow in the escalation page settings, set an escalation level.
The escalation level is meant to provide an order in which the escalations are applied to an SR, in case multiple ones can be applied
For example, a level 1 escalation rule will not run on an SR which already was escalated by another escalation rule of level 1, 2 or 3, but it will be escalated by another escalation rule which has the escalation level of 4 or above
Lastly, click on the Action Builder, look for the “Source” in the fields list and set it to the “Admin Portal - Phone Call” for example
The escalation will trigger and change the view only field
Thank you for that suggestion! That lead me to create something similar with an escalation rule; however, I was able to leverage a custom list field on the ticket templates that is required. Based off of this field selection I would run an escalation rule to update the ticket source to what match that field.
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