Multiple Custom Field Types
Sometimes customers need more than one service performed on their device. It would be nice to have the option to add additional "Custom Field Types" to their ticket.
We support this with the worksheets feature – thanks!
Neil Ecker commented
Before I revisit and add a feature request I am trying to accomplish the following.
I have created a Ticket Custom Field Types called "Wireless Internet". I have 3 Worksheets, Wireless internet - LOS, Wireless internet - Install, Wireless internet - Service. I have created 3 fields under the ticket cusom field type "Wireless internet" Service Call, LOS, Install. I wold like to be able to create the ticket, choos the Wireless internet custom field type then the sub field and attach a specific worksheet based on the sub field. It looks like 1 worksheet can be auto applied for one "Ticket Custom Field Types". To acheve what I want I would have to create multiple "Ticket Custom Field Types" with one subfeild and assignworksheets like that. Ideas thoughts or options would be well received.
Ryan (CTO, Pinellas Computers) commented
@Preston: What do you think about the idea of assigning ticket worksheets to a Ticket's "Issue Type" instead of it's "Custom Field Type"? Wouldn't that be a lot easier, since I'm guessing you (too) classify tickets by issue type? I just sent this into RS as a request. Let me know your feedback.
AdminTroy (Founder, RepairShopr) commented
Got it - I think you would pick the ticket type that best fits, and then manually add worksheets for the other services - or create a bunch of ticket types that encompass multiple.
(Hardware and Virus) for example as a ticket type.
None of these are super elegant solutions - but this is a small percentage of your work right?
In other words - do most things fit in a single ticket type pretty well? (Virus Removal)
I believe that feature is similar, but not exactly what I was trying to explain. Or maybe I am using it incorrectly?
When creating a ticket, it asks for the Custom Field Type. Depending on which custom field type I select, it automatically loads in all of the Worksheets based on my settings. If I have a customer that wants a tune-up as and additionally would like us to install one of our many protection packages, which Custom Field Type Would I choose? Tune-up? Bronze Package? Silver Package?
If I only used Custom Field Types to automatically load the worksheets, I would have to create a Custom Field Type for every single combination of services that my client orders. Either that I or I would have to remember to manually add the various worksheets after ticket creation, which is something I was trying to avoid.
Kind of hard to explain. Make sense?