To identify, differentiate, and/or track certain ticket actions and status changes, ATG 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 Service Center.
Reason Contexts
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, do not modify the Reason Context. Reason Context keys are fixed attributes in the user interface and any modifications will require additional changes to the JSP.
Reason Codes
The reason codes available in drop-down lists in Service Center are 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 |
| Close Ticket | Problem Resolved |
| Release Ticket | Need Help |
| Defer Ticket | Need Help |
| Send to Group | Need Help |
| Reassign Ticket | Need Help |
| Phone Call | Need Help |
For example, while working on a ticket in 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.
