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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?
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The best way we have found to achieve this for customers is to create Dummy users for each group and ass them in as ticket owners. So for example using your areas this would look like, ID's called:

_Group_operations
_Group_programming
_Group_applications
_Group_DBA, training

The underscore means the groups all appear together and at the bottom of the listing.

All you then need to do is setup personal views so that all the Operations staff have a view showing their own assigned tickets and also the _Group_operations assigned tickets.
Answered 02/08/2016 by: Hobbsy
Red Belt

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