Trellis:Editing Departments

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coccsitc From this page you can edit a number of department specific options. For more information on each option, see below.

Contents 1 Name 2 Description 3 Allow Escalation 4 Escalate Wait Time 5 Auto Close Wait Time 6 Can Close Own Tickets 7 Require Close Reason 8 Allow Attachments 9 Group Permissions

[edit] Name

This is the name using which you refer to the Department.

[edit] Description

This is a small amount of text to describe the duties of the department.

[edit] Allow Escalation

This option will allow members of the department to escalate trouble tickets up to a higher tier of support - another department.

[edit] Escalate Wait Time

How long the ticket can be open before being escalated automatically, in hours.

[edit] Auto Close Wait Time

How long the ticket can be idle before being automatically closed. To disable this option, leave it blank.

[edit] Can Close Own Tickets

Can the department close down their own tickets once the issue is resolved, or does another department have to review the response and then close it?

[edit] Require Close Reason

When a member of department closes down a ticket, do they need to provide a reason?

[edit] Allow Attachments

Is the department able to upload attachments to tickets and replies?

[edit] Group Permissions

This section is used to determine what actions, and options are available to the members. For more details on Groups, see Member Groups