I am trying to make the tech assignment a required field before it is resolved or closed. I have noticed some techs closing tickets without assigning it themselves and this will skew monthly reports.
Have a look on the test demo as I have created a process on there that may work.
Web Help Desk
On the process it looks to see if the tech os blank and if it is it will always put the ticket to open, so can never be closed until tech entered. In here you can also assign to a tech but can not choose the one who opened it so you could have them all assigned to a manager or something
Look in processes > action rules for "close ticket without tech"
Hope it helps
This would be helpful and I'll add one more - It would be nice to have a way to NOT allow a tech to close or resolve a ticket if the request type is still the default thats assigned when the ticket is created by the client.
I would like the ticket to be automatically assigned to the first technician that adds a note to the ticket outside of the help desk staff.
Great ideas. Please list them as a feature request here:
Web Help Desk Feature Requests
I did- http://thwack.solarwinds.com/ideas/3364
I like the idea, I had a rule where it would email the helpdesk manager if it was closed without a tech assigned; i added to also change back to open.
I did attempt a test ticket in your demo database and the rule didn't work. I'm hoping mine does.
