Best Practices Question
Can ticket owner be a group/team rather than an individual?
02/07/2016 1062 views
I have a single service desk queue and about 40 individual's who are in the IS department who can be ticket owners. I want to know if I can assign a group to the ticket owner field. This is especially useful for the automation of routing tickets since not everyone is always in the office. My staff are split up into teams: operations, programming, applications, DBA, training, etc. So I would like to be able to assign a ticket to a team. Then whoever is available on that team can assign the ticket to themselves. Is the only way to accomplish this is to create a separate queue for each team? Or is there away to create owner groups within a queue?