HTML form with qustings then escalation.
I will like to have the ability to ask the analyst some predefined questions then a Incident is changing support level.
My matrix is looking like this:
Out from a business service ex. 'Skype'
All incident from the portal (End user) will start in "Support tier 1"
Then the "Support tier 1" want to escalate the case to "Support tier 2" a HTML form shall popup with predefined questing's.
What is the IP address?
Which version is the Skype client?
Which version is the Operations system.?
Everything can be showing in a text box, and submitted in the action log or description felt.
And again the same shall happen the "Support tier 2" want to escalate the case to "Support tier 3" (but other questing's)
So the whole idea is the I have a list of some kind, so the escalate "button" with populate the form out from the business service.