To add a new reason code:

  1. From the ACC menu, select Content>TicketingRepository.

  2. From the TicketingRepository page, select Items of Type Reason, and then click List. The list of available Reason Codes is displayed.

  3. Click New Item. The New Item window is displayed.

  4. In the New Item window, type a Description and a Name for the new reason code, and then click OK. The Ticketing Repository page is redisplayed.

  5. Click Save.

  6. From the TicketingRepository page, select Items of Type ReasonContext, and then click List. The list of available Reason Contexts is displayed.

    Note: With the exception of adding and removing reason codes, modifying Reason Contexts is not recommended. Reason Context keys are fixed attributes in the user interface and any modifications require additional changes to the JSP.

  7. Click the name of the reason context you want to associate the new reason code with.

    For example, if you are adding a new reason code named: NeedsMoreInfo(to indicate that the agent or user needs time to gather more information in order to continue working on the ticket), you would associate this reason code with the Reason Context: DeferforLaterPrompt. In this case, you would click Reason Context: DeferforLaterPrompt from the list of available reason contexts.

  8. From the DeferforLaterPrompt pane, click the Reasons box, and then click the ellipsis button (…). The Reasons window is displayed. The Reasons window contains a list of reason codes that are currently included with the selected Reason Context.

  9. From the Reasons window, click Add. The New Item window is displayed.

  10. From the New Item window, click List. A list of available reason codes is displayed.

  11. Click the name of the reason code you want to add the reason context, and then click OK. The reason context pane is redisplayed with the newly added reason code included in the Reasons list.

  12. Click Save.

    Note: Reason codes are cached at application startup. You must re-assemble, redeploy, and restart the Web application that includes ATG Reporting after modifications are complete in order to see them in the ATG Service Center.

 
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