Automate at ticket creation a "flag" to mark a dozen or so customers/orgs tickets as a specific grou

Rick Baker

I would like to have a method to "flag" or mark a ticket with a field that would identify the customer as a HPC - or High Profile Customer. 

 

The scenario I have is that at ticket creation I would like to have a way to mark the ticket based on a list of customers/orgs as HPC. My thoughts are that I create a custom field called HPC and populate that field based on the customer list. 

 

Does anyone have any suggestions?

Ivan Lima

Hey @Rick Baker, are you using a team-managed or a company-managed project type? Assuming the latter, are you planning to generate reports or use the "field" in other projects? These initial questions can drive how you can implement that, which you can accomplish in various ways. Even though your list can and will change over time, I'd automate the process of populating the information. I've seen similar use cases where a label worked pretty well since there weren't additional requirements beyond a simple flag with minimal variations. Also, more elaborate scenarios where a custom field was necessary, along with other bells and whistles. As you know, each solution will give you benefits and drawbacks; it all depends on the use case and how you can scale it. I like to keep it simple but ensure the analysis is comprehensive enough to secure a scalable solution preserving the overall maintainability going forward.