Is it possible to create a report showing the tickets, or the number of tickets, that a Tech has updated?
We're just about to move over to WHD (this Tuesday is cut-over), and we have some techs that are concerned about getting "credit" for hardware repair tickets.
Here's the old work flow:
We're a school system, and previously the on-site support person would but in a ticket to their area tech. Area tech picks up the hardware and brings it back to the shop. The area tech kept the main ticket, and created a child-ticket which they assigned to the repair shop. Repair shop would work it, then close the child ticket, and update the parent. Area tech sees the parent is updated and knows they can return the hardware to the school.
In WHD our planned work flow:
On-site tech submits ticket, escalates to area tech. Area tech sets the Request Type to "Tech Shop" which assigns to their Tech Group. Tech Shop group repairs, updates note and changes request type to "Tech Shop - Return" which assigns back to area tech, they return it to the on-site, who gives it to the end user and then closes the ticket (as the work is then fully complete).
I want to avoid making people create unnecessary and confusing parent-child tickets, which is why we decided on this new work flow with WHD. Our tech shop repair guys are concerted they won't get "credit" for tickets, because they're not closing anything but just putting in the notes for their part. So is there a way I can run a report that shows the tickets they've added notes to? Or is there a better way to achieve this work flow that allows them to get "credit?"
I know they can add time, but we're not requiring techs to add time to tickets so it wouldn't be a good reflection of their work either.