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It might be nice if you added a 3rd STATUS to a case – OPEN - CLOSING – CLOSED   I was’closing’ a case yesterday (in the new screens) and thought my closing remarks weren’t being accepted because the status (which is at the top of the ticket) stayed as OP

  • 1.  It might be nice if you added a 3rd STATUS to a case – OPEN - CLOSING – CLOSED   I was’closing’ a case yesterday (in the new screens) and thought my closing remarks weren’t being accepted because the status (which is at the top of the ticket) stayed as OP

    Posted Aug 16, 2017 10:21 AM

    It might be nice if you added a 3rd STATSU to a case – OPEN  CLOSING – CLOSED   I was’closing’ a case yesterday (in the new screens) and thought my closing remarks weren’t being accepted because the status (which is at the top of the ticket) stayed as OPEN and my reasons for closing were at the end of the ticket and I didn’t see they were actually going into the ticket. Had the status changed it would have been easier to see. And a status of closing means the customer is satisfied and the technician just needs to summarize and formally close the ticket.

    Otherwise it seems pretty nice. Thanks!



  • 2.  Re: It might be nice if you added a 3rd STATUS to a case – OPEN - CLOSING – CLOSED   I was’closing’ a case yesterday (in the new screens) and thought my closing remarks weren’t being accepted because the status (which is at the top of the ticket) stayed a

    Posted Aug 16, 2017 09:12 PM

    Yes, a "Request for Close" Status may be clearer.


    Because as you say, choosing that Status does not Close the ticket there and then. It lets the CA Support engineer know that a Close has been requested, and then they do final review and the actual close out.

     

    This may be better logged as an Idea, but you'd need to make a new one as can't change a Question to an Idea.

     

    Thanks, Kyle_R.



  • 3.  Re: It might be nice if you added a 3rd STATUS to a case – OPEN - CLOSING – CLOSED   I was’closing’ a case yesterday (in the new screens) and thought my closing remarks weren’t being accepted because the status (which is at the top of the ticket) stayed a

    Posted Aug 18, 2017 12:00 PM

    Thanks for your input Roger!

     

    I agree with Kyle, you could convert this into an idea. Like that other users will have the chance to vote on your idea.

     

    Thanks,

    Elke