Ticket Status #1005
Description
Summary
Implement actionable ticket status'
Description
Instead of the ticket status fields being a simple field, it should perform actions based off of the selected status. This will offer the benefit of not having to ensure that multiple fields are edited when a status changes.
User Story
-
As a triage user i would like new tickets to have a status of
new. This will allow me to identify the new tickets that require triaging -
As a ticket reporter I would like to see my ticket with a status of
assigned. This will inform me that in due course I can expect a resolution on my ticket. -
As a triage user i would like to set a ticket as
resolved. This will allow me to notify the ticket reported that the ticket work is complete. -
As a triage user manager i would like to set a ticket as
closedwhich in turn locks the ticket from any changes. This will allow for accurate reporting as the ticket can not be changed after it has been closed. -
As a triage user I would like to be able to mark a ticket as a
duplicateof another, which in turn closes the ticket. This will allow me to notify the ticket reporter that the issue has already been reported under the specified ticket. -
As any ticket user i would like to be able to mark a ticket as
invalidwhich in turn closes a ticket. This would allow me to notify any of the ticket stakeholders that although the ticket exists it's no longer applicable/relevant.
ERP Modules
- Core
Business Value
Having ticket status' will allow for KPI based off of status. In the same token further features can be developed to take advantage of the ticket status. i.e. SLA TTO, TTR etc.
Acceptance Criteria
No response
Dependencies & Impact
No response
Technical Notes
- Ticket status icons to be themed. i.e. easily identifiable as the ticket status.
Risks & Mitigations
No response
Testing Strategy
No response
Additional Notes
No response