Hi,


We currently use another product which allows us to have multiple assignees (some do work on the ticket). I'm wondering how the kace system would handle multiple technicians working on a ticket. Here's my example:

1) Client emails that their computer is dead
2) The ticket gets assigned to tech A.
3) tech A needs tech B and Tech C (server guy) to do some work on the ticket (how does he get them involved with the ticket?) How do they see the ticket?

The way it current works for us is that we added more assignees to the ticket so they can see the ticket and work on it.


Thanks,

M
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In our environment we have separate queues for different work areas, so if I need someone from the server group to perform a task as part of my ticket I create a ticket in their queue (and put my ticket in the See Also field to tie them together). If there is a need for someone else in my group to assist then I'll assign them as the owner and then they will assign it back to me when they are complete.

Another option would be to create child tickets for each distinct task that needs to be completed. Then the main technician can easily keep track of which portions have been completed, and everyone can also see the parent ticket if need be.
Answered 02/23/2012 by: steelc
Senior Yellow Belt

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if you only want B and C to see their part of the work then you could create child tickets in separate queues. The creation of the child tickets could be attached to a process. A process is a group of ticket templates where tickets can be from any queue (it also has a concept of sub-processes/stages). You can invoke a process (e..g "computer replacement") on any existing ticket or have the process drive the ticket including creation.

If you don't care about B and C seeing the main ticket then you could simply make them eligible owners of a queue and they could contribute. They could be cc's on the ticket to stay abreast of it.

If you want a hybrid you can do that too.

Lastly, you could make B and C read only admin access to ticket tab where they are not officially owners and they cannot conribute in the webui but they can see any ticket and could contribute by email.
Answered 02/23/2012 by: GillySpy
Seventh Degree Black Belt

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One thing that i like is that anyone can add work to the ticket.

We do that internally.

Tickets get assigned to one person, but when another engineer helps out we just add our work.

This way we can still track time spent, but don't have to mess with child tickets etc.
Answered 02/23/2012 by: dchristian
Red Belt

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a Couple of quick follow ups.

David Christian- How to you notify or get a technican involved in the ticket. Do you email him on the CC, give him the ticket #, basically how do you include him on the ticket?

How does the time tracking work for your tickets, right now each tech puts his time on the ticket and we track each individuals time.


How do you handle employees that leave or are off sick but have tickets assigned to them?

Thanks,

M
Answered 02/23/2012 by: ms01ak
Tenth Degree Black Belt

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You could add the Tech to the CC, manually send the email, etc.

Honestly the way I do it: "Hey man can you help me with this ticket?"

When their done they add the work hours they performed to my ticket.

Adding the work stores the Username who added the work so this can still be tracked in reporting by engineer and ticket.

Handling sick employees or employees who leave depends on your process.

Last time an engineer left, we spilt up their open tickets.
Answered 02/23/2012 by: dchristian
Red Belt

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for out of office employee OOE we use a user asset where techs can go in and set the begin/end dates they are out. if they call in sick then they can just put "out" or a manager can do that for them.

We have a ticket rule that checks this status and emails a backup team (distribution list) when action occurs on the OOE's ticket.

While we use assets we used to use a custom field in the user record which is more straightforward for the same thing. If it was a date then that was their return date. if it was anything else then they were just "out".

If someone leaves permanently you can use the ticket rule wizard to global search and replace an owner on open tickets
Answered 02/23/2012 by: GillySpy
Seventh Degree Black Belt

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