On the ticket creation page, you can only use the ‘Templates’ in order to define information that should have to be pre-filled in the ticket creation fields.
We put a qualification/classification of the incidents system in place based on a dropdown (3 levels) menu, we named it ‘Triplets’. You can for example classify an incident as being an ‘POS Sytem / NewPOS / Error’ issue.
What we would like to achieve, and what is already feasible and in place in other ticketing tools, is that the Description field of the ticket is dynamically adapted based on the incident qualification values that are chosen. I mean by this that if we choose for the above triplet, then the Description field who pre-fill itself with, for example:
- # of the POS system:
- Error displayed on the system:
- Has the system been rebooted ?
- Are all peripherals correctly connected ?
- What was the trigger of the error and how can it be reproduced ?
In short, when we choose a classification for the incident, the system would automatically update the description field with the information our agents should have to ask to the requester in order to log a ticket containing the required minimum information.
In a large company, with hundreds of different systems and softwares, working with predefined templates for this is just not manageable.
