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We had this problem of poorly phrased tickets, and we added a rule to our ticketing software to immediately respond with a list of questions they need to answer
by nelsondev 6y ago
We had this problem of poorly phrased tickets, and we added a rule to our ticketing software to immediately respond with a list of questions they need to answer to prove they did due diligence before we would start answering. It worked, we got less tickets, and the ones that answered the questions we could resolve faster.
- dvtrn 6y agoI proposed something similar to our Jira Admin, since I lack the privileges to just do it and ask permission later: we need certain form fields to be "required" to cut down on that back and forth. Even put together a bit of a workflow in a project that I have "Project Lead" status on to show him how it could be done, if Issue Type is this, change the view and make these fields required. That was...9 months ago. I'm still waiting for it. Side effect of everyone being too busy I guess, which is a chronic problem at org.