In order to identify, differentiate, and/or track certain ticket actions and status changes, Ticketing requires reason codes in certain instances. Reason codes are available in drop-down lists based on the context of an action taken while working with ATG Ticketing in the ATG Service Center.
Reason Contexts are set in the Ticketing Repository to control reason code lists. With the exception of adding and removing reasons to the Reason Contexts, modifying the Reason Context is not recommended. Reason Context keys are fixed attributes in the user interface and any modifications will require additional changes to the JSP.
Reason codes are available in drop-down lists in the ATG Service Center based on ticket actions or status changes. Available Reason Code selection is based on the reason code to reason context relationship set in the ACC.
ATG Ticketing is delivered with the following Reason Codes and Reason Contexts:
Reason Context | Ticketing Action | Reason Code(s) |
|---|---|---|
| Escalate Ticket | Needs Manager Approval Need Help |
| Close Ticket | Problem Resolved Confirmed Error Spam Closed by Customer |
| Release Ticket | Need Help Too Busy |
| Defer Ticket | Need Help Too Busy Waiting |
| Send to Group | Need Help Too Busy |
| Reassign Ticket | Need Help |
| Phone Call | Need Help |
For example, while working on a ticket in the ATG Service Center, the agent/user decides to close a ticket. The user is prompted to select a Reason Code in the Close Ticket pop-up window (CloseTicketPrompt reason context). The list of reason codes to select includes those reason codes added to the Close Ticket reason context in ACC.
