Ticket solution history
Thiago Passamani 7 years ago • updated 5 years ago • 11
Could be solved history called when the solution performed by the technician not approved.Thiago Passamani
Customer support service by UserEcho
You mean have an entry in the history telling : "Solution is not approved"
Yes. And save the solution of ticket with message "Solution is not approved" and backgroud color red.
Or the solution that was not approved should be turned into follow up. That way when I would look at the ticket in "talk" i would see full conversation like: follow up from a technician > follow up from a requester > solution (not approved) > follow up from requester (rejected comment) > solution approved > follow up from requester (approved comment)
If possible, I would like to keep in this followup a small remark about what type of the solution was applied. Exactly the same way solution is posted today, it would be great
Thanks GLPI Team.
In order to maintain the integrity and transparency of the information to the user it is important to keep the rejected solution as a history in the call and to be able to insert a new one.
Solutions have been reworked in the upcoming GLPI 9.3