It would be very useful if there was the ability to "snooze" an incident for a specific amount of time.
Workflow:
- Let's assume you have an incident that you're working with another department (that isn't an agent to ServiceDesk because it's something HR needs to do); work with me here. There are dozens and dozens of examples I can give.
- An end-user opens an incident about not being able to clock in/out. IT controls access control, which is the same fob.
- After ruling out an issue with the fob, IT reaches out to HR and HR is going to do a piece and then you need to do one more thing. It's expect that HR will take approximately 2 days, and then you would like to make sure it's fixed so the end-user is satisfied, close the ticket, etc.
- No-one likes being pointed to different departments and it's easy to do a warm handoff and/or work with HR without putting a new hire through something that may seem stressful.
- Now, I don't want to see 3-4 of these in my incident queue, and I rather not check 9 different filters /views...so I'd like "snooze" the incident somehow
- You then "snooze" this ticket for an acceptable time, let's say 2 days
- In 2 days, the incident shows back up and it can remind you
Another thing is if someone is on vacation and you can't help them with an incident, it gives you the ability to snooze the incident for a week or so until they return so you're not looking through 15 incidents when you're only actively working on (let's say 5).
Some initial thoughts:
- One way is a time based rule. You could create a "state" for "Snoozed" or "Queued", whatever. The rule is to let a certain amount of time to elapse and automatically change it to the "Follow-up" state.
- The first issue is that each "snooze" may be slightly different times, so a hard rule that would work with time wouldn't work. It would need to look at a variable some how, with a time limit you add to it
- You wouldn't snooze a ticket for only 24 hours. That's too short to let it even get out of your mind.
- Think of snoozing emails. Incredibly beneficial when you don't need to worry about something for 3+ days, no reason to respond, no reason to file, no reason to move it to a task. You just need a quick reminder...IE: it show back up in your in box magically in a specified day.
I'm happy to give other use cases if needed.
