Background:
I have setup a ticketing system and with Service Enterprise I have the ability to setup custom object. I am using this to setup equipment using it’s serial number as an object. A company can be associated to one or more custom equipment objects with it’s unique serial number.
Issue:
Whenever a ticket is created, in certain cases this is linked to the equipment (e.g. a broken component for Serial number 002 for Company A). Whenever I would like to link the Equipment to the Ticket, I have the option to associate any Equipment to the Ticket. With a large number of Equipment, this is fault sensitive and time consuming for my team.
Idea:
Have the option to ‘filter’ associated equipment to the associated company to that specific ticket (or have suggestions for objects to associate). So whenever Company A creates a ticket, the ‘suggested’ equipment is seen (Equipment Serial number 002 or 003) and whenever Company B creates a ticket, I can see Equipment Serial number 004).
Alternatives:
We can already setup automations to check and notify whenever a ticket is related to equipment that is not associated to the company associated to the ticket. However, the suggestion would make this even easier to quickly select the right equipment.