While grading an assignment created by an Agent QA automation, it is possible to replace a ticket in the case that the ticket assigned is not suitable for grading. By default, Maestro has the following replace ticket reasons:

While this is helpful for graders to help find an appropriate ticket to grade, the default reasons set by Maestro may not apply for your specific QA program. This article will help walkthrough how you can create your own replace ticket reasons.

As a MaestroQA Admin, you will see a button on the Automations page labeled: Set Ticket Replace Reasons.

Clicking this button will bring you to a page where you can:

To create a reason, click on “Create Ticket Replace Reason”. In this pop-up form, all you need to do is fill in a reason’s name. After creating the reason, it will default to being unavailable.

After you create a reason, it is not possible to edit the replacement reason. The only way to replace a ticket replacement reason is to delete it and re-write it.

Additionally, you will be required to keep at least one ticket replacement reason set to available.

Two default reasons have unique follow-up actions to them. They are:

Custom ticket replace reasons do not support either date range or free text follow-up explanations. If you wish to use either of those, keep the default Wrong date range or Other set to available.

On the Reporting page, the report “Ticket Replacement Report” will always show in the columns available ticket replacement reasons (default or custom).

If you wish to see stats for ALL ticket replacement reasons, CSV export for the report will always include all replacement reasons available or unavailable.