Worknote types
Wed, 07/28/2010 - 23:29 — nate_weldon
Just wondering if anyone has ever tried to use categories for work notes. What I'd like to do is be able to classify a work note with the same categories that I use for Incident Sources. I want to be able to balance the number of calls that come into my helpdesk with the number of calls or work notes that have phone call as the source. This will help me ensure my techs are getting credit for all of the calls they take according to my phone system reports.
Just wondering if anyone has done this and if so, how they went about it.
Thanks,
nate.
Not sure if this is what you are looking for but we created an action type drop down field that is required along with work notes anytime there is an update to an incident. It is used to define what action was taken on the incident such as, communication with customer, analysis/research, vendor update, escalation, etc.