Views:
 
 
The following describes a functionality that is implemented in the system.
 
User Story ID13605
User Story NamePartner Ticket Number on Cases
OverviewCases can now capture the ticket number assigned by an external partner. When a case is moved to a status that involves escalating it to a partner (such as "On Hold (External)"), an optional "Partner Ticket Number" field appears on the case form so agents can record the partner's own reference number.
How to Use it
  1. Open a case and change its Case Status to one that requires partner escalation (e.g., "On Hold (External)").
  2. The "Partner Ticket Number" field appears automatically below the Case Status field.
  3. Enter the ticket number provided by the partner, if available — the field is optional.
  4. Save the case. If you reopen it later while it's still in that status, the field will be visible again automatically.