(Originally posted on 10, August 2014)
We would like to allow our techs to select the state of an incident upon creation. For example, we would like to create incidents that have a state other than "Open" for quick resolution incidents, such as those that are resolved quickly over the phone. We still want techs to submit a ticket on the user's behalf but with a state other than the default for new incidents.
Likewise, we have the states of "Work in Progress" and "Pending Client Response," which would be other examples of the type of states we would choose upon incident creation.
Luis O. Hern�ndez
Director of IT Support Services,
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