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Ability to change Tech Group within a Ticket

Tech Group is tied to the Request Type. Would like the ability to have a pick list of Tech Groups to change the Tech Group without changing the Request Type.

  • Another work around until this is created would be to do something like this:

    1) Create a ticket status called "Change to Security Techs", "Change to 1st Line Techs", "Change to Desktop Techs", "Change to Server Techs"

    2) Create a action rule for each status type to assign the tickets tech group to the appropriate group.

    3) In the ticket set the status to what group you want to change the Tech Group to.

  • sorry guys, I wrote this fast.  I have made corrections so you can see how it works.

    We have found a work around that is working for us.  It also helps in reporting and provides a true reassignment.  For each request types, we created an assignment request type.  The assignment request type is invisible to the user and only visible to techs.  This way, we stopped the cross contamination of our data with people not in the assignment group.  See the example below:

    The request type visible to clients:

    Desktop • Computer • Report Issue

    Request type visible to Technicians:

    Desktop • Computer • Report Issue

    Desktop • Computer • Report Issue • No Assignment

    Desktop • Computer • Report Issue • Reassign-Desktop

    Desktop • Computer • Report Issue • Reassign-Network

    Desktop • Computer • Report Issue • Reassign-Purchasing

    Our setup may be different from yours, but it is working for us.  Just make sure you include all assignment groups even if they have nothing to do with the request type.  User’s may choose the wrong type for their request and it makes it simpler for the tech to reassign.  This also guarantees the way the ticket came in stays the same.  (another reporting plus).  if the tech is creating the ticket for the user, they just choose the appropriate assignment group from the start.

    The overall idea is:  When a client creates a ticket, the final box is empty (because it is invisible to clients).  The tech who picks it up for the group and work the ticket will choose No Assignment.  For reporting, this means it never moved from the original assignment group.  If you need to send it to Network – you would choose Reassign-Network.  If they need to send it back to Desktop Support, they would choose Reassign-Desktop.

    Now when reporting.  The ticket that shows No Assignment mean that Desktop working the ticket to closure.  The reassignment would show the ticket moved around and because we are changing the assignments, it is traceable.  Now management can know how many groups a ticket went through before it was resolved.

    As far as our tech groups.  We do not have to place additional techs in other groups to get the work done.  Send me a note and I can help as much as I can.

    This is a weird way of doing it, but this was what we came up with.

    Teresa.core@loanpacific.com

  • I know this is a pretty old request, but we've been needing it as well and have been requesting it and trying to find ways to work around it that don't involve "levels" in the tech groups. We have tech groups based on what they do (like help desk, field techs, engineers, purchasing, etc.), and tickets start at the help desk level, but when we need to send a field tech or send the ticket to our inventory team for example, we have to change the request type or have many different levels that we have to make sure everyone understands how many times to escalate/de-escalate tickets to get them to the appropriate team.

  • This would help out our organization greatly as well. Currently, we have created hidden request types to match up with the tech groups so we can re-assign them on the back-end. This is very messy and takes lots of custom actions to get everything working (close to)properly.

  • This is the same issue and resolution I'm facing. It just seems so wrong to have a tequest type per Tech Group. The ability to assign/change the Tech Group would greatly simplify this process.