Agent should check the failure class and adjust if necessary

[León Gilhaus]

Hello all,

In our project, the customer can select different defect classes when creating a ticket. Depending on the error class, different SLAs apply.

However, when choosing the defect class, it is possible that the customer makes a mistake or chooses the wrong defect class due to urgency.

The first step is for our agents to check the defect class mentioned in the field and determine its correctness. If an incorrect class was selected, the defect class should be adjusted. In order for the agents to remember this, I would like a note for the agents in a screen mask. I imagine that before the first transition, the correctness of the defect class must be confirmed or adjusted by the agents in the screen mask.

Is something like this possible? So far I have not been able to find a suitable solution.

[Kris Dewachter · Accepted solution]

Hi @León Gilhaus ,

I would solve this with a transition screen and condition in your workflow.

1. In your first workflow transition, add a screen that contains the custom field 'Error Class'. The agent is able to change the value on this screen, and confirm before going to the next status.

2. Optionally,  if you want a more formal confirmation that the error class was checked, you could create an extra custom field "Error Class Confirmed", with a checkbox or yes/no value. The, you add a "Value field condition" on your workflow transition so the value has to be "yes" before able to continue.

Best regards,

Kris

[León Gilhaus]

Hi @Kris Dewachter

many thanks for your answer! That solves my problem and i'll try it with the second option.  

Happy Weekend! :)