nasimg Posted April 19, 2017 Posted April 19, 2017 In our organisation we have a central queue where all general tickets start being worked on, staff check and assign to themselves. It would be useful if they could assign the tickets to themselves, perhaps to a default team (set under the analyst's profile). At the moment they have to assign to a team first (problem if there are lots of teams) and then select themselves.
James Ainsworth Posted April 19, 2017 Posted April 19, 2017 Hi @nasimg Thanks for your post. We have a change in the backlog to add a ''Me'' type option on the assignment and maybe this could also help with your default team assignment requirement too. The idea with this change will just have ''Assign to me'' button or option with the following functionality If a team is already selected and you are a member of that team it will use that team. This will save you having to look yourself up in the list of assignees If there is no team assigned to the request and you select ''Assign to me'' and you only belong to one team, that team will be used. This would save you having to select the one team that you belong to from the list and provide a one click option to assigning it to yourself. If there is no team assigned and you select ''Assign to me'' and you are a member of more than one team it will show you the list of your teams for selection. Although the team is not automatically selected it will limit the selection to just the teams that you belong to Let me know if you think that this would help your scenario. We do also have an existing change in our backlog for the setting of a default team team for a request catalog item which is a bit different from having this on a per-user bases. Regards, James
Steve Giller Posted April 20, 2017 Posted April 20, 2017 That would be ideal for us, @James Ainsworth - seems like a very logical way of "grabbing" calls.
nasimg Posted April 20, 2017 Author Posted April 20, 2017 Hi @James Ainsworth This will be helpful, but would it be possible to think about creating a default/favourite queue. I know its not so important as you see all your assigned tickets with the "My Request" view but old habits die hard. Nasim
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now