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Thread: Multiple ACI's in a ticket?

Tony
Posts: 28

Multiple ACI's in a ticket? Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 16 Feb 10 3:18 PM

We use the support side of SLX extensively (v. 7.2).

Customer contact us, and often there are mutiple issues that they report - They call to fix problem x, and "while we're at it, let's look at problem y" and "finally, I've got a question about feature z."

SLX lets us tie one ACI to a ticket. I'd love to get some feedback on creating multiple ACI's for a ticket - would that be a reasonable approach? (seems like it would be dicey given the ticket DB structure).

How have others addressed this issue - I can't be the only one.

Tony

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Andy Norris
Posts: 39

Re: Multiple ACI's in a ticket? Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 16 Feb 10 3:52 PM

Typically, I would suggest that you would want to just create additional tickets for that customer, one for each ACI. It is possible, surely, to create a child table to store multiple ACI values, but why make all that work? Easier to just create a "Clone Ticket" or "Create Related Ticket" function or some such. I would suspect if you store multiple ACI's you may encounter some confusion as to when to close the ticket.....

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