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I want to populate the description field on the ticket creation page, so depending on the choice of category dropdown, the form is populated automatically with some pre-defined basic questions, so we guarantee the user never forgets to provide the minimum necessary information about his problem.
Example:
User goes to help desk page to open a ticket and then in this ticket he choose the category "I cannot login to the HR system" (note that I've already created the categories according to my needs). Then the big text field on this page, where the user needs to explain his issue, should be automatically populated with a basic questionaire, like:
1-Have you checked you network connection is working?
2-Are you able to ping the system's URL?
3-Are you seeing any error messages on the screen?
If this is possible, I'd be creating the rules and the templates of questionaires to each category of tickets.
Any help is welcome!
Thanks!
Last edited by marcusvdt (2010-04-09 21:32:47)
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