Can someone please tell me if this is possible? I want to create a workflow for service desk tickets upon submittal. Here is what the process will look like.

 

1. End user submits Service Request

2. Ticket gets routed to IT secretary do determine if it qualifies as an IT service request, then assigns to VP.

3. VP either approves or rejects the request based on the IT policies set forth by the company, then assigns to 1 of 3 managers within the department.

4. Manager then assigns ticket to a technician/administrator then determines the date the ticket should be completed.

Of course it would be nice to get emails along the way. Is this possible using this software? I was told it was by the sales guy, but I haven't found anything within the configuration that supports that claim.

Thanks in advance!  

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This should be possible just using ticket rules within the queue. If you have a separate queue set up for Service Requests you will need to make sure that you have fields or data to satisfy the various stages.

So in effect the user logs the Service Request, perhaps by category or other field, a ticket rule picks up the data and assigns the ticket to the Secretary, sending an alert email from within the ticket rule.

The secretary updates a field in the ticket to say the request is authorised or rejected and assigns to the VP, again a ticket rule picks up the data changes and sends an email to the VP to alert.

VP can then approve using the formal approval loop and reassign etc etc 

When we create a process for the queue what we tend to do is to create a status value that matches the stages and make that field read only. For example Pending Initial Approval, Pending VP Approval, Pending Assignment

As the ticket rules fire based on the data, the status field is then also updated and as such a single ticket then flows through a process.

I hope that helps
Answered 09/11/2015 by: Hobbsy
Red Belt

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