Declined Suggested 9/28/2021 by Lars Öbom
Hi
We are using the ticket system to provide support for a wide range of customers and services. The support is delivered by different departments, depending on the issue in hand. Our Service Desk function as a Single Point of Contact. They receive and categorize the ticket, makes a first response and then in many cases dispatch or escalates the ticket to different groups of technicians for further inquiry.
Right now, the Service Desk can only assign a ticket to a specific user which does not work as the Service Desk does not know who is available at the moment or best qualified to carry out the further inquiry. The escalation is really to the next support queue, not to an individual user (1st, Second and Third Line or specific expert groups). The only option today is to empty the assignee field (which does not feel right as the ticket inquiry is in fact in progress). The ownership of the ticket should be on a group level util a technician from that group picks it and takes over the ticket, and then the ticket is assigned to the specific technician.
Suggested Solution:
We would
like to be able to create support groups
(groups of technicians that should support different categories) and be able to
assign a ticket to that support group. The technicians in the support group
should receive an email notification when a ticket is assigned to their group.
They should also be able to view all tickets assigned to their support group in
the ticket list view.
Creating support groups would also simplify the administration of technicians for each category. Instead of assigning each technician to a category, you could then just assign a support group. When technicians are On Boarded or Off Boarded you would just have to add to or remove the user from the support group.
Regards
Lars Öbom
Process Manager