Open for Voting

Assign ticket to tech immediately

Currently tickets can be assigned to a tech group and myself (or auto-assigned if that is set for the tech group). If you want to assign ticket to a second person, the ticket needs to be saved before it can be assigned to another tech. I propose that a third option become available; next to Tech Group, Myself, there should be a Tech List drop down.

http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=1252&page=1#Item_6

http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=1070&page=1#Item_4

http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=829&page=1#Item_6

  • +1

    I'm also forced to do the same as the OP on a daily basis.  I think you just replace the "Myself" option with the dropdown.  As long as you're in the dropdown, that option becomes redundant.  We don't want to set up a rule based on request type.  We want the flexibility to assign tickets ad-hoc.  If we were to set up a rule, that may trigger when we wanted (for whatever reason) for it to get assigned to a different tech.

  • Wouldn't an Action Rule do this for you?

    I have my desk setup to assign multiple techs based on ticket type.

    example:

    Request Type A --assign Tech1 and Tech2

    Request Type B -- assign Tech1 and Tech 3

    Request Type C -- assign Tech2, Tech3, and Tech4