We are looking at turning on the ability for end users to close thier own tickets in the portal and I noticed this in the help guide:
Allow end users to close an incident/request; and then change their statuses to
If enabled, end users are able to close incidents and/or requests they've submitted. You may choose the category these closed incidents/requests receive (e.g. "Closed by end user").
How to I choose the category that these get? I can't find that anywhere.
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Hi AnnHood,
you can choose and select the category for the closure of incidents and/or service requests under Settings > Self-Service Portal > General Settings .
SysAid shows the closed class statuses only in the drop-down menu.
you can choose and select the category for the closure of incidents and/or service requests under Settings > Self-Service Portal > General Settings .
SysAid shows the closed class statuses only in the drop-down menu.
I see the status part but this is what I'm looking for:
You may choose the category these closed incidents/requests receive (e.g. "Closed by end user")
Does this mean a different closed status? I don't think of that as a category.
You may choose the category these closed incidents/requests receive (e.g. "Closed by end user")
Does this mean a different closed status? I don't think of that as a category.
Category is typically used to classify the service records by service, business process or application, etc. "Closed by the end user" is a detail that instead is commonly reported as status where the status reflects a specific condition of the processing of a ticket from New to Closed.
If you wish that the category changes, when the end user closes a ticket, you need to develop an afterSave trigger which detects that type of change.
If you wish that the category changes, when the end user closes a ticket, you need to develop an afterSave trigger which detects that type of change.
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