Ticket's tab not being closed after recategorization | Voters

Ticket's tab not being closed after recategorization

Tijana Starcevic

As a user, I would like to keep the ticket's tab open after choosing/changing the category of the ticket and clicking "Submit" button. At the moment the tab is automatically closed after performing the described actions which forces me to reopen/look for the ticket again

March 11, 2021

Kamal Saran

marked this post as

open

Michal Szczyrbowski

Hi,

this works only for "In Progress tickets". These that are in "To-Do status" are still being closed after categorisation. Why?

Kamal Saran

Michal Szczyrbowski: Hi Michal, if you submit the work item 'in progress' state then it will keep the tab open for you to continue work. in another state like wait/resolved it will go away from the screen. The reasoning behind this is if the work item is not in progress then you don't want to continue as the timer on task also running and if the system does not close then the timer might capture more hrs than actual.

Thanks.

Kamal Saran

marked this post as

complete

Hi,
Do you know what, this is ready to use now. We’d love to know what you think! A production release 2021.1.12.0 including this is ready. 
You can also check out the full content of the release at https://docs.enate.net/whatsnewinenate2021-1/
Please discuss accessing a 2021.1 production release with the Enate Customer Success team.
Thanks,
Kamal Saran
Enate Product Manager

Kamal Saran

marked this post as

ready for 2022.3

if you submit the work item 'in progress' state then it will keep the tab open for users to continue work. in another state like wait/resolved it will go away from the screen. the reasoning behind this is if the work item is not in progress then you don't want to continue as the timer on task also running and if the system does not close then the timer might capture more hrs than actual.

Thanks.

Kamal Saran

Hi Tijana Starcevic Thanks for the feedback. Could you please share some examples where user need to reopen the ticket after category changes.

Michal Szczyrbowski

Kamal Saran: By reopen we mean to open the tab again in order to proceed with the ticket - reading client's email, responding to the email. Very often the person that categorised the ticket is also responsible for dealing with it. At the moment, after categorising the ticket the tab is closed so user is not able to proceed without "reopening" it again.

Kamal Saran

Michal Szczyrbowski: Thanks Michal, make sense. 
Sally Tse @tijana-starcevic- 2021.1 release (due soon) is coming with new status changes I shared long back with your business. 
While doing these workflow status changes, we aslo making changes around work item tab close.. At very high level the new changes should resolve your current issue but I will confirm more detail about the new rules soon. 
Thanks,
Kamal

Sally Tse

Kamal Saran: Great news, we will keep a look in the upcoming release, thanks.

Kamal Saran

marked this post as

under review