Paul Grenier, Lead Moderator
aeaster
Member
Has anyone used Issue Tracking as a rudimentary trouble ticket platform? We don't have a lot of tickes flying around and so an expensive ticketing solution is not going to happen. I'm looking for a complete solution including ticket design (don't have infopath) and routing rules.
Allyn
ewnash
Member
Allyn;
Not really sure what you're asking here. The Issue Tracking list template *is* a rudimentary trouble ticket solution right out of the box. Customizing it is as simple as adding, deleting and re-ordering columns and you can take this even further with content types and the basic SharePoint workflows.
Is there something specific that you can't figure out in the list template? If so then I'm sure that any number of members here can help.
aeaster
Member
Thanks for the reply...
I guess that what I am looking for is how anyone has customized the look and feel to best utilize it as an IT trouble ticketing system with workflows to alert the appropriate person that a ticket has been generated and its severity.
Allyn
The best bet is to deploy it and play with to see how it functions. Then do an internal analysis and come up with a structure that works for you and your teams. Then use the template as a model to build out your template.
As far as workflows go, you would make sure to check new item creation and see if a severity = high and topic = server, assign to server team and email them type thing. Or alerts can be set up to notify the techs.
aeaster
Member
Thanks Eric... as usual, I was looking for the easy way out instead of digging in deep for myself. EUSP forum with all of its goodness has unfortunately made me a bit lazy in my WSS work. i will do as you suggest.
Best regards... Allyn
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