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Astute Commentator
Posts: 8
Registered: ‎10-26-2011

Create Ticket without Contract (and remove Contract from Ticket)

If a Contract exists for an Account and a new Ticket is created, the Contract is preselected on the "Insert New Ticket" form - even if the Contract is expired.  However, sometimes a support Ticket is needed but does not need to be associated with any Contract.  In the Customer Service Defaults form there is an option to automatically display Account Service Information for new Tickets - this is turned off.

 

So, several questions...

  • How to create a new Ticket and not automatically select a Contract?
  • How to remove a Contract from a existing Ticket?

Thanks in advance.

 

 

Bronze Elite Contributor
Posts: 514
Registered: ‎03-24-2009

Re: Create Ticket without Contract (and remove Contract from Ticket)

Hi,

 

Please see below:

 

  • How to create a new Ticket and not automatically select a Contract?
    Rem out the following code within the Insert Ticket Form under the 'Set Defaults' procedure

       'If objRS.RecordCount = 1 Then
          'lveContract.Text = "" & objRS.Fields.Item("REFERENCENO").Value  'DNL
          'lveContract.LookupID = "" & objRS.Fields.Item("CONTRACTID").Value  'DNL
       'End If

 

  • How to remove a Contract from a existing Ticket?
    I believe the only way to do this is through an SQL update:
    UPDATE TICKET SET CONTRACTID = NULL WHERE TICKETID = 'Enter TicketID here'
Regards, Adam Travers
empath-e Services Limited
Astute Commentator
Posts: 8
Registered: ‎10-26-2011

Re: Create Ticket without Contract (and remove Contract from Ticket)

Thanks Adam, will check it out!