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Multiple Technicians Assigned to One Ticket

I have had multiple cases where this feature would be extremely useful, but I'll just use one that would be used every day. Out IT structure is split in such a way that new user accounts are handled by infrastructure staff, but actual desktop setup and end user training are handled by help desk staff. Instead of passing the ticket back and forth if new things are needed, a configuration was missed, etc., make it so that multiple techs can be assigned to the ticket. The ticket can only be fully closed when all technicians have "completed/closed" their portion of the ticket.

comrade
Parents

  • This feature request is addressed in last Release Candidate of WHD 12.3. Read more here:Web Help Desk 12.3 Release Candidate now available! ‌or go and download from your customer portal.

    We did not allow assign multiple Techs to single ticket as this could make any reporting, alerting, escalations and other actions in WHD very complex. Instead you can create several child tickets and assign individual Techs to them, where each ticket represents what is every Tech responsible for. This way you will have easier job to track work done, report, alert etc.

  • in reply to peter.kruty

    peter.kruty​, I agree with jwillis​. This is a workaround at best. Why not simply rename the "Tech" field to "Primary Tech" and then add a new field called "Contributing Techs" and allow multiple contributing techs. Then reporting, alerting, and escalation could be based on the "Primary Tech."

    At the same time, this would allow contributing techs to see tickets that are involved with in their ticket queue. As far as notifications are concerned, could they not be handled like notifications for the CC and BCC fields?

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  • in reply to peter.kruty

    peter.kruty​, I agree with jwillis​. This is a workaround at best. Why not simply rename the "Tech" field to "Primary Tech" and then add a new field called "Contributing Techs" and allow multiple contributing techs. Then reporting, alerting, and escalation could be based on the "Primary Tech."

    At the same time, this would allow contributing techs to see tickets that are involved with in their ticket queue. As far as notifications are concerned, could they not be handled like notifications for the CC and BCC fields?

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