Internal tagging/labelling of tickets

[Ruben]

Hi,

In our department, we're rotating our first line and second line. Because of this, we want to be able to tag the tickets that should go to first line so that the ones who are sitting first line can pick from them, no matter who owns it.

This will for example be creating, updating and deleting users. We want to be able either sort out these tickets or have a visible label showing that they're first line tickets. This is not something that the customer necessarily should see.

Is there a good way to do this?

[EWA]

Have you thought of creating a view which will give you the requests 1st line can pick it up?

 

Alternatively, have a look at this post 

 

[EWA]

looking at the SM Road Map  there is CR coming for request tagging

 

CH00178734

Request Tags

[Steve Giller]

Looking at the requirement you could open the Details Panel on the Request, use the Design button, add a Custom Field and set it to be a Single Checkbox:

Once that is applied, you can use the Edit option in the top right of the Details Panel to toggle the checkbox on and off as required:

Then a View testing for the Custom Field being "true" will return First Line requests: