Assign a new request to another Helpdesk

[Chibamba]

Hi Team,

My sincere apologies if I am posting in the wrong forum. still finding my way around. I have this issue in hornbill: We have 3 Hornbil Helpdesks each with its own Mailbox and all 3 dealing with specific inquiries. The issue is, sometimes our customers (external) would email the wrong Helpdesk and a request gets generated. Later on when the analysts go over the tickets they would want to assign this to a correct Helpdesk. Is it possible to do this in Hornbill? Looks like we can only assign to Team  and Customer (the only two options available). Is there a way of setting it up to show other Helpdesks?

Thanks in advance and apologies if this is a wrong forum for this.

 

Chibamba

 

 

 

[nasimg]

If the supporting teams are different for the Helpdesks, what we did was use a custom button (configured with an autotask) which reset the Service to one a new one called Generic. We gave all teams/customers access to this new Service, so whenever the analysts have a request they need to pass to a team that is doesn't support that Service, you press the custom button and then you can reassign to any team.

Button is available on Incidents and SR's (but you can choose how its it is available).

[Victor]

2 hours ago, Chibamba said:

We have 3 Hornbill Helpdesks

What exactly is a "helpdesk" in your Hornbill context? Like teams? or departments? ...services?

[Chibamba]

Hi,

Thank you both for the replies, much appreciated. @nasimgI will try you suggestion, it  just seems like what we need. Not sure though if  I will be able to get it going without detailed instructions but will get back to you if I get stuck somewhere. Thanks

@victor the 3 Helpdesks,  each is a Service with its own mailbox and can log request and handle all requests management tasks.

 

Thank you.

Chibamba

 

 

 

 

 

[Victor]

@Chibamba ok, I understand. Nasim's suggestion seems to be what you need then.

[Chibamba]

Hi @Nasimg and/or @Victor

I am getting stuck when I try to create the Custom Button in Form Design, I was hoping I was going to get some options on how its going to be allocating the requests to other Helpdesks if I select AUTOTASK but it seems for me there no Options in the drop down under Select AutoTask? Can you help please?

[Victor]

@Chibamba have you created the/a Auto Task? 

[nasimg]

@Chibamba

Steps needed

1) Create a new service "Generic" (Incident/Service Request) - I just used a very basic process for both.

2) Make all teams and customers subscribers and supporting teams of this new service. This is easy as you do NOT add any specific team or customer to these areas, which means all teams and customers are available.

3) Then you create the 2 autotask (one for incident and one for SR's):  In Admin - Home - Applications - Service Manager - Auto Tasks (see my SR example below)

4) Finally add the custom button to each of the type of requests (incident and SR) selecting Autotask with the processes you created in step 3.

[Chibamba]

@nasimg, @Victor

Thank you both, let me follow along with the steps above and will let you know how I get on. 

Much appreciated.

Chibamba

 

 

[RIchard Horton]

This got stalled but we'll be returning to it. @Victorcan I check something. When we had our original implementation I remember being asked if we wanted to be able to assign tickets between teams. At the time that wasn't wanted as all the areas were discrete and we said that we didn't. Is there a more basic setting that allows teams to transfer tickets to another team or if we had said "yes" would something like this have been implemented for us ? 

[Victor]

@RIchard Horton to be fair, no idea... I am not familiar with the implementation... this thread refers to how a request can be "transferred" from service A to service B in essence... also it seems the "team" term used here is not representative for the "team" entity as it is defined in Hornbill but more like some sort of independent service desks... Given that it seems to be a larger and more broad discussion, I think you would benefit more from a conversation with a product specialist to describe how this operates in your environment and then this can be evaluated and possible suggestions put forward...