How to add a decision tree for operators when solving a customers ticket?

[Deleted user]

Hello,

I would like to add a decision tree to a specific request type, so that the operator that is handling the clients ticket has a process flow to follow, based on the information provided. I don't want this to be visible to the client. 

Is there a way I can add this to a request type, or is there perhaps a way to tie in a Confluence page to a request type?

Thank you for your help!

Sam

[Salzi · Accepted solution]

Hi Sam,
you can map the decision tree in the workflow. If you don't want the customer to see the current status of their issue, you can adjust the status for each request type. (Customize Workflow Statuses in Customer Portal )

To have a Confluence page fixed in an issuetype, you can create a custom URL field and insert the link to the desired Confluence page as the default value. Unfortunately, binding a Confluence page to a request type is not that easy.

salzi

[Deleted user]

Thank you for your answer! I don't think is very helpful in the way it is set up, as there might be many request types that share the same issue type, but let's hope that it could maybe be a new feature in the future :)