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Show Service Ticket Screen in Edit Mode without Saving it

The customer/business has asked to show the Ticket main/overview screen during create in edit mode, without it being saved initially. From the Ticket create/pop-up screen, we have only three actions -

1. Save

2. Save and New

3. Save and Open

All of the 3 options noted above, results in saving the Ticket and showing the Ticket main/overview screen after it is created/saved in C4C. We have numerous extension fields, shown on overview screen, that are based on Ticket service categories. We have many fields that are required for data entry / capturing information from Front Line Agents/Advocate who creates such Tickets. If the required fields are not entered by a user, then the Ticket is created with incomplete information. These incomplete Tickets are created in error a majority of times. We understand, that the Tickets can be marked or set as "Irrelevant" but we are unable to stop such Tickets from being created.

Therefore, we are proposing one of the three options noted below to business and are seeking your assistance here. Is it feasible to implement this?

Option-1. On the Ticket Create screen, we can provide a new action to “Open and Edit” which will show the Ticket screen with all fields, without Ticket being saved. The Ticket can be saved after user has entered all information and clicks on “Save” button to save the Ticket.

Option-2. When a user clicks on “New” button to create a Ticket, we can bypass the Ticket Create screen, and directly show the Ticket screen with all fields, without Ticket being saved. The Ticket can be saved after user has entered all information and clicks on “Save” button to save the Ticket.

Option-3: When a user clicks on “New” button to create a Ticket, can we show a totally custom screen of Ticket (similar to standard Ticket main/overview screen). The user enters all information and clicks on “Save” button to save the Ticket. The Ticket is save in standard Ticket object. These Tickets are shown in all places/screens like any Ticket - Ticket workcenter, Client/Customer workcenter Ticket tab). The user selects a Ticket from these places/screens to display a Ticket, and then the Ticket is shown in display/edit mode in standard Ticket main/overview screen.

Please provide your feedback and assistance with this. We appreciate your support.

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1 Answer

  • Sep 18, 2017 at 10:05 AM

    Dear Sandeep,

    In standard, on click on 'New Ticket' option - we only provide save/save and open/save and new.
    You can check via Customer enhancement, if you can create action "Open and Edit"(without save)
    i.e. if can bypass the ticket creation.

    ***Proposal:In standard behavior ,we can propose you option 3 i.e. logon via HTMl->Edit Master
    Layout ->Click on New Ticket ->Add Field ->Add require extension field->Make it mandatory/non-
    mandatory as per your requirement.

    Do set the post as answered if this helps and answered your query.

    Thanks and Regards,
    Ankush Pashine.

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