The Ticketing Settings screen allows you to configure important settings about the service requests and corrective actions.
For detailed instructions on how to configure the settings of this screen, please read this article.
From this setting, you can select the default user role that will have the initial ownership to resolve a service request submitted by a customer.
From this setting, you can select the user roles that will appear on the dropdown menu of the service request’s owner field.
From this setting, you can select any additional user roles that will be receiving email notifications for any change that occurs in a service request.
From this setting, you can set the resolution time for the service requests. For example, if you use '24' in this setting, it will mean that any created service request will have to be resolved within 24 hours from the time it was created.
From this setting, you can set the text that will be used in the email that is sent once a service request is resolved, asking your customers to rate the quality of the service provided. A different text can be provided for each language.
From this setting, you can select any user roles that will be receiving email notifications once a customer provides a rating for a resolved service request.
From this setting, you can select the default user role that will have the initial ownership to resolve a corrective action submitted by a customer.
From this setting, you can select the user roles that will appear on the dropdown menu in the corrective action’s owner field.
From this setting, you can select any additional user roles that will be receiving email notifications for any change that occurs in a corrective action.
From this setting, you can set the resolution time for the corrective actions. For example, if you use '24' in this setting, it will mean that any created corrective action will have to be resolved within 24 hours from the time it was created.
From this setting, you can set the text that will be used in the email that is sent once a corrective action is resolved, asking your customers to rate the quality of the service provided. A different text can be provided for each language.
From this setting, you can select any user roles that will be receiving email notifications once a customer provides a rating for a resolved corrective action.