Ticket Closure(s) - Force Assigned Tech

Hi,

One of the things that could improve ticket management from a statistics perspective. Currently when you close a ticket you are NOT prompted (or forced) to confirm who is the assigned Tech.

If this feature was added, it would enable the correct Tech to be credited for the work carried. It is part of internal processes to ensure the assigned tech field is completed, but human nature is a factor here!

If other features like time taken and Solution Description would be a bonus too.

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Comments

apolloc

Configure a rule to check for that. I did something similar regarding work time. The rule will reopen the ticket if no time has been logged.

tcore

We have the same Human Factor here, so on Monday, we are auto assigning tickets using the Load Balancing. We will monitor this and then change to Round Robin if we see a lack-a-daisy attitude in ticket handling.. Now, for reporting purposes, a tech's name is automatically on it from the Service Desk/Desktop Perspective and then we can track successfully what happens after touched by tech. will keep you posted.