Require work flag is not visible in Service Ticket

[abdul_rasheed4]

Hello There,

I have created a Z document type for Ticket and I did not check the Requires Work check box in the configuration, which i believe is used to to preset the ticket as Work ticket(I have checked it with both selecting and unselecting this option )? When I now use this document type to create a Ticket I do not see the Require Work Flag under Additional Information Assignment block.

What could be the reason that I do not see the "Require work " flag in Ticket facet.

Also Ticket and Work Ticket are being created at the same time.

Thanks in Advance.

AR.

[former_member355484 · Accepted solution]

Dear Rasheed,

It seems that the ''Requires Work'' flag has not been added to the Additional Information Assignment block. Could you check this via Adapt.

In oder to set a ticket as work relevant, there are two different options available:

1. Add the ''Requires Work'' flag in the Ticket quick create screen and select it accordingly.

2. If the ticket has already been created, the ticket status needs to be changed to requires work (coresponding to the staus Planner Action defined in the business configuration activity).

Regards,

Paula

[ruchi19 · Accepted solution]

Hi Paula,

My issue is a little different. When ever I create a ticket the Requires Work Flag is always checked, which sets the Work progress to ready when ever I add an item. This way I am not able to release the item for scheduling.

I observed that the requires work flag is always checked at the Ticket QC although it is hidden. I unhid the flag set to unchecked & hid it again. When i created a ticket the work progress status was again set to ready on adding an item. This means that the flag although it is hidden is always checked. How should i uncheck the flag now so that it remains in the same state unless a user unhides it and checks it manually?

BR

Ruchika

[former_member355484]

Hi Ruchika,

Please check if the ''Requires Work'' flag is set for the coresponding Ticket Type. Please follow these steps:

1. Go to the Business Configuration work center.
2. On the Overview, search for the Tickets for Customer Support activity.
3. Open it and click on Maintain Document Types.
4. Check/Uncheck the box Requires Work for Ticket Type XYZ.
5. Save and Close.

Hope this helps.

Regards,

Paula