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tmenke
Level 7

Assigning tickets to other techs

We are a small team of techs and need the ability to assign tickets to each other. Is that possible so that tech A can open a ticket for tech B? In the admin panel I can't find an option for that.

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6 Replies
patricks
Level 11

Re: Assigning tickets to other techs

I might not understand what you're asking. Once a ticket is created, you can pick what tech it goes to, so yes. Tech A can create a ticket, and assign it to Tech B.

matt8
Level 10

Re: Assigning tickets to other techs

What you are asking for is very possible.

If a tech creates a ticket, you have the options to assign the ticket to the attached Tech Group or yourself.  Tech groups are tied to the Request Type.  The Tech Group is in Settings - > Techs -> Tech Groups and can be configured to assign in a lot of different ways (by assigning a ticket based on load of tickets or always assigning tickets to one person). 

Once you create the ticket however, you have full control of reassigning it.  Open the ticket and change the dropdown of Assigned Tech to another person and click Save. 

If you have different areas of expertise, I would create different tech groups for each area.  That way, when you create a ticket with the request type in one of these areas, it will want to assign it to that Tech Group.  But again, you always have the manual control once the ticket is made to assign it to someone else

tmenke
Level 7

Re: Assigning tickets to other techs

Till now we worked with otrs and there i can assign another tech within the creation of a new ticket. The way WHD handles it, we have to open the created ticket again and assign a new tech. That are more clicks to do.

matt8
Level 10

Re: Assigning tickets to other techs

What is your need for assigning tickets to other techs?  Is it area of expertise, workload, etc?

patricks
Level 11

Re: Assigning tickets to other techs

tmenke, you shouldn't need to. When you click save, it shouldn't leave the ticket, so you should just be able to select the tech right then and there. (It is a tad annoying that I have to scroll down and click 'save' though)

Is WHD not acting like that?

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mc-3ct
Level 7

Re: Assigning tickets to other techs

We have found a way around this issue by creating quick tickets which lets you assign a technician during ticket creation.

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