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Lockdown WHD tickets.

Many times our Techs, while working on a ticket will have some other Tech "parachute in" and either take the ticket or add updates to the ticket that muddy the waters/confuse the client.

I think it would be useful to lockdown a ticket once it has been assigned to the Tech, then changes to the ticket can only be made by the assigned tech or the submitting client.

Many times this interference can cause conflicts with the solutioning of the ticket or adds confusion to the Staff member who submitted the ticket.

While all Techs should be able to view tickets,(Read Only) the Tech who "has the ticket" assigned should be the only one able to transfer/update/close said ticket.

It would be a nice to have feature  emoticons_cool.png

  • What happens when that one tech goes on vacation or is terminated? The open tickets just sit there?

    Have you played around with tech permissions? You can:

    • Limit to Assigned Tech Groups
    • Turn off the ability to override ticket assignment
    • Turn off the ability to change the status on a ticket not assigned to them
    • Turn off the ability to re-assign (this looks like it is the opposite of what you want, but worth looking at anyway)

    I'm not sure if you can set WHD up the way you're asking using permissions, but it's worth playing around with in a test environment.