El dt 09 de 10 de 2012 a les 12:01 +0200, en/na Olivier Macchioni va escriure: > Hello, > > I need to classify my tickets based on a multi-level tree - I actually have 3 > levels, for instance: > > Customer / Shipment / Not delivered > Customer / Shipment / Broken > Customer / Payment / Invoice not received > Customer / Payment / Invoice dispute > Supplier / Goods reception / Quality Problem > > There is a total of 150+ categories. For some categories, the tree has only 2 > levels. > > Ideally, those levels can be changed at any time during the ticket's > lifecycle, but are frozen once the ticket is in any of the "closed" states. > > Is there a recommended method to do so? > > Thanks, > > Olivier
You could use Generic Agent feature, which can lock, change owner/state, etc tickets according to a preset filter. In addition of that, you can combine the above feature with Dynamic Fields to create switches (eg: FrozenTicket as a Checkbox without associate it into a article or ticket) to control ticket flows. -- Adrià García-Alzórriz <adria.garcia-alzor...@adam.es>
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