We enjoy the feature of not allowing tickets to be reassigned to techs outside the level the ticket is currently on. Sometimes, however, we run into tickets where the ticket has either been accidentally escalated a ticket too high, or needs to be sent back to a tech on a lower level for corrections. Currently the only way to do this is to change the request type away from what the ticket is for, and set it back; this causes the ticket to revert to level 1. It would be nice to have a button to de-escalate a ticket down from the level you are at to a lower level.
SolarWinds solutions are rooted in our deep connection to our user base in the THWACK® online community.
More than 150,000 members are here to solve problems, share technology and best practices, and directly
contribute to our product development process.
Learn more today by joining now.