Helpdesk Ticket Changes in Webpay

Helpdesk Ticket Changes in Webpay in Mar 2011
1. Helpdesk Ticket Category: No major change except the caption is now dynamic i.e. you can choose what to call it.
2. Helpdesk Query Category: No major change except the caption is now dynamic i.e. you can choose what to call it.
3. Helpdesk Location : New Form
4. Pending Due to: No major change except the caption is now dynamic i.e. you can choose what to call it.
5. Helpdesk Labels: New Form. In this form you can create the labels for forms Point 1 to 4 which are at present mentioned as Category, Query, Location and Pending Due to. This means you can decide on the nomenclature yourself. The three parameters viz. category, query and location are used to decide on the ticket response authority. You can now map the users as per these three parameters. Earlier it was only available with category. But still these two new parameters viz. query and location are not mandatory to be mapped with the user who is suppose to provide the response.
6. Helpdesk Ticket Authority: Changes done in this form is that you can now assign ESS users (Employees) to respond to ticket. This way you do not need to give access of company admin to the users who are to respond to tickets. They can do so from ESS. Secondly, there is a major change i.e. you can give authority to the users as per Category, Query, Location and Effective Date. Therefore if a user A is assigned one category, query and location and you wish to also assign another user to do the same then you need to enter the effective date. This means that one user can provide help for one type of combination at one point of time and the combination is Category, Query, Location and Effective Date.
7. New form added in ESS where by the employee can give reply to the tickets. Blog by BBSPL