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Hi, We would like to see SLAs based on Agent-based groups/queues rather than category or site implemented. What we are looking for is the ability to define scope by group instead of the existing definitions. This would allow us to have say our "Server Team" and all agents in that group have their escalations go to the…
We have items that need to follow the sun, I think being able to have a rule that takes a ticket with a keyword in it to be able to be auto assigned by time example - Agent A handles passwords from 7 to 10 -Agent B handles passwords from 10 to 2 -Agent C handles passwords from 2 to 5
Please add "Assignee Reports To" as an available field in search results for incidents. I use a lot of pivot tables for reports and it would be incredibly useful if I could use managers as a grouping tool for open incidents. I can't believe that field isn't already available.
When performing a search based on the "Assignee Reports To" for incidents, there should be an option to include the manager as part of the list. Many managers work incidents and it is not possible to add them as another criteria of "Assigned To", that is ignored.
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