Mandatory questions to customer depending on category

[jeppegotha]

hi,
maybe someone can use this idea?
I have created a dbdict that contains mandatory questions that the helpdesk supporter should ask the customer when creating a problem (the mandatory questions depends on categorization).

[thephantomlord]

Jeppe, do those questions become part of the ticket itself? Or are the being stored in the seperate table you created?

thanks, Aaron

[jeppegotha]

The answers are a part of the ticket

[tommy]

Cool, I saw that in the Nordic version of SC4. You got the idea from that Jeppe?

[jeppegotha]

nope
I have allways done this since I started implementing servicecenter four years ago. Its better this way than using scripts, I think.

[tommy]

Ok, I never knew how it was implemented in the Nordic release.

Anyway it is actually something like this our helpdesk want.

[jeppegotha]

its quite easy to make.
I just query the file (where I keep the mandatory questions) in the problem.open FC and copy the result into my structure in the problem/probsummary :wink: