Convert Ticket To
If a Ticket has been assigned to a Customer, there will be three Convert to... options available in the Ticket Status dropdown list:
- Convert to job
- Convert to lead
- Convert to workflow
Selecting one of the above statuses and clicking (to add the Ticket note) will update any modified fields in the Ticket, close the Ticket browser window, and display the screen for creating the selected module item.
For example, selecting Convert to job will close the Ticket browser window and display a New Job screen for the customer to which the Ticket is assigned.
The Convert to... options are only available when the Ticket has been assigned to a customer.
In all cases, when a Convert to... option is selected, a Close Ticket field is displayed below the Status dropdown list, and this option is always ticked when presented, as shown in the following image:
To prevent the Ticket from being closed, untick this option prior to adding the Ticket note.
Convert to Job
When converting a Ticket to a Job, the New Job screen is displayed for the customer.
The Job Description field is pre-populated with the contents of the Ticket's Description field, and may be edited if required.
To confirm the creation of the new Job, complete the required fields and click .
Once added, the Job's Related To field will be updated to reflect the relationship to the Ticket from which the Job was created, and a reciprocal link will be added to the Ticket.
Convert to Lead
When converting a Ticket to a Lead, the Lead is created immediately upon adding the Ticket note; i.e. no further actions are required to create the Lead.
The Lead Comments field is pre-populated with the contents of the Ticket's Description field, and may be edited if required.
The Lead's Related To field will be updated to reflect the relationship to the Ticket from which the Lead was created, and a reciprocal link will be added to the Ticket.
Convert to Workflow
When converting a Ticket to a Workflow, the New Workflow Case screen is displayed for the customer.
Select the required Workflow Group from the drop-down list and click to continue.
The Confirm case tasks screen is displayed, and the Comments field is pre-populated with the contents of the Ticket's Description field, and may be edited if required.
Complete or modify the other fields as required, and click to instigate the Workflow.