[Ron]

I was wondering if you could change the system to prevent it from changing the last update filed when a user just closes a ticket?
I closed some tickets that were hanging around and now they are really not sorted in any kind of order that makes sense.

Maybe the last time a ticket date gets updated should be when a tech answers or a customer adds text?

Thanks.

[Vin DSL]

Or... maybe YOU shouldn't be so lazy... and close YOUR tickets sooner!

Why should THEY modify the ticket system to accommodate slothfulness?!?!?

[Vin DSL]

Bwahahahaha! OMG!!!

I just realized...

YOUR title says it all!

How i-RON-ic...

[Ron]

I tend to leave them open until i'm satisfied the issue has gone away, and frequently I don't have to go back into the ticket system (because things have been running smoothly) for a while and when I do I have other things on my mind than re-checking the tickets and ensuring the issue is resolved through testing before closing it.

It's not a biggie, it's a middie -- otherwise I might have opened a ticket about it.

And it's not iRONic, it's moRONic

[Vin DSL]

Originally Posted by Ron

It's not a biggie, it's a middie -- otherwise I might have opened a ticket about it.

Bwahahahaha! Good one, Dogman!

One thing I would like to see...

Sometimes, when you may start a ticket with (say) Tech Support, it will be passed to Sales (or vice-versa). Sales will be waiting for a response from you, but if (say) it goes into the weekend, you're screwed, whether or not you replied (since it's on a weekend). Sales (for instance) won't see it and pass it back to Tech Support until Monday morning, at the earliest.

I think it would be nice if you could (either) send a ticket to both Sales & Tech Support, at the same time, or (at least) forward a ticket to a different department yourself, without having to wait for a third party to do it for you.

Does this make sense?!?!?

I suppose you could always generate a second or third ticket, and refer to the original ticket, but...