Helpdesk Customization Help Really Needed
FarmerTed
May 4th, 2009
I am trying to build a task that will allow the user who submitted the ticket to close the ticket from a Winuser console task once an incident has been marked as resolved.
There are some built in tasks to do this - such as "Close this incident" - but that only works from within the Worker console. When I attempt to fire that task from the Winuer console it receive an error - "There is no Proposed data to access."
Can anyone help?
Get creative
Tasks appear to be limited to a worker role. I went down the creative path and created a new incident rule that simply looks at the comments when the incident is saved and if the phrase 'closed by contact' are in the comments, my rule changes the status to closed and the close code to a custom value I added indicating the user closed it.
Then I customized the Winuser UI to include instructions to enter that phrase if they wish to close/cancel the ticket.
I also, added a custom mailto link in the e-mail templates such that when the click on it, it generates a new e-mail address back to the system with the incident number (#12345) in the subject and and same phrase in the body. They click send on the e-mail and the same incident rule does the rest.
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