Request Assignment Control

[AlexOnTheHill]

I have been asked to take a look into controlling teams' ability to assign to each other.

In the most simple sense this we want 1st line assigning to 2nd line in turn assigning to 3rd line.

Our ICT services have support from each of the ICT teams so requests can be reassigned when needed.

I have had requests from some of the 3rd line teams to arrange that only 2nd line can assign to them.

Given that the model is that teams support services I don't want to remove a team from supporting a service.

I have proposed that I create a hidden service supported by 2nd and 3rd line and a button visible to both 2nd and 3rd line to switch the service that a request belongs to.

Is there a better way to achieve what we are looking for here?

[Martyn Houghton]

@AlexOnTheHill

You could look at only allowing requests to be assigned vis the BPM and in essence remove or lock the manual 'Assign' activity. This way you can use the BPM logic to restrict the re-assigning of request using a simple list drop-down or auto-assign to the team etc.

This way the request stays in the same service, but you are reliant on your BPM to do the assignment.

Cheers

Martyn

[AlexOnTheHill]

I have a couple of workflows that lock the assign action item, when I wanted to enforce the completion of an activity before the team was able to reassign the request.

If I lock the item though, it prevents any reassignment and when I unlock it allows assignment to all supporting teams.

Of course there's always that other weapon in our arsenal... training! 

Thank you for taking a look.

[Peter Clough]

A sufficiently conditional autotask on a custom button could also possibly be used, probably based on which team the call is assigned to, letting it be moved up or down a line of support.