Categories for Tickets

[iztee]

Hi,

After user submits a ticket, staff (service desk agent) should be able to assign a category to ticket, this will help identify the nature of problems. This will also help to build up a knowledge base.

Preferably the category has 2 or 3 levels of sub-category. This will help in identifying frequency of occurrence of the same issue. Thus, prioritize resources accordingly to resolve the issues more effectively & efficiently. Useful when doing the periodic review of outstanding issues.

[jbariel]

Would very much like this also!

[glos]

It's just the base of a ticketing system...big limit

[simonbaker]

Originally Posted by iztee

Hi,

After user submits a ticket, staff (service desk agent) should be able to assign a category to ticket, this will help identify the nature of problems. This will also help to build up a knowledge base.

Preferably the category has 2 or 3 levels of sub-category. This will help in identifying frequency of occurrence of the same issue. Thus, prioritize resources accordingly to resolve the issues more effectively & efficiently. Useful when doing the periodic review of outstanding issues.

I have been working on a category system a little like this, but have got stuck getting the new category table into the SCP Edit ticket and New Ticket and make it work. I is very much work in progress!

I do have the categories table working nicely though in the admin section as can be seen in the image, but I think I may need some help with the Edit and New ticket scp pages to include the category

[glos]

Originally Posted by simonbaker

I have been working on a category system a little like this

Thanks simon! Keep us up to date!

[simonbaker]

Unfortunately my Categories plan fell by the wayside and was never developed, I have since moved away form osticket dev work and passsed this onto a colleague.

[tery161]

thanks Simon. Ur saying is quite interesting. Hope to see for more information from you in the next time

[Rich_C]

Hello There,

this is something which I am very interested in. Do you happen to have the existing source which your having troubles with? I might be able to take that and make it work and then re-post for the rest of the community here if my team and I are able to get it all working.

Rich.

[Rich_C]

I have an almost completed version of these. Stay tuned for the MOD to be posted.

[Rich_C]

The completed MOD is here:

http://www.osticket.com/forums/showthread.php?t=8224