We're a new company. We've been using Web Help Desk for months but just opened our doors about a month ago. The Help Desk, now that we're fully staffed, needs to be reconfigured. We talked about how we wanted this to work and I set it up that way a few days ago, or so I thought. Today, just by happenstance, I discovered on my own that the functionality wasn't working the way we wanted it to. I studied my work and realized quite quickly what was going on but couldn't find a resolution so called support. Support said, in short, "you can't do that." Great; now what am I going to do?
I'm going to explain what I'm trying to do and then explain what is actually happening. And finally, if you actually take the time to read all of that, hopefully one of you fine folk will have a workaround to this.
We have three tech groups - Access, General, and Admin. In each group there were three levels configured by default - level 1, level 2, etc. We have IT Help Desk Technicians, IT Technicians, and IT Business Analysts. We wanted all of the tickets to come in to Level 1. We have our IT Help Desk Technicians to Level 1 for each of these groups. The tickets would come in to level 1 and not be automatically assigned to a tech, we just wanted them to sit there unassigned. An IT Help Desk Technician, in his own time, would view the unassigned tickets and having opened one, either assign it to himself so he could do the work and close the ticket OR he could "Escalate" the ticket to Level 2 support. The escalated ticket then, would go to Level 2 and again, not be assigned. An IT Technician, in his free time then, in turn, would pick up the unassigned ticket and assign it t himself so he could do the work and close the ticket OR he could "Escalate" the ticket to Level 3 support where the whole process would repeat with the IT Business Analysts.
So I created the groups and assigned the IT Help Desk Technicians to Level 1 on each of the groups. I assigned Technicians to Level 2 on each of the groups. And I assigned IT Business Analysts to the Level 3 of each group. I told Web Help Desk to NOT automatically assign tickets to anyone on any level. And with that, I thought I had done it. From the "Tickets" button at the top, I could see "My Tickets" and "Group Tickets". The fault is that I assumed "Group Tickets" means I can only see tickets that are assigned to the same level as me. In other words, if I'm level 2 for each of these groups, I assumed "Group Tickets" meant that I can only see all of the Level 2 tickets for all of the groups. Nope - I was wrong. "Group Tickets" actually means "Group Tickets" - jokes on me. So I'm assigned Level 2 for a group called "Access", Level 2 for another group called "General", and Level 2 for a third group called "Admin" and when I click on "Group Tickets", I'm seeing EVERY SINGLE TICKET for EVERY SINGLE GROUP NO MATTER WHAT LEVEL IT IS. I'm a level 2 and I can see the tickets assigned to Level 1 and Level 3 in addition to my own Level 2.
And you can't change the groups from Access, General, and Admin to IT Help Desk Technician, IT Technician, etc. because should a ticket be assigned to an IT Technician, and he needs to escalate the ticket, it can only be escalated up to another Level within his own group, not redirected to another group.
Since you can't change views to only see tickets assigned to your level, I don't even know why they have levels. The only possible way levels would work is if you allowed the system to automatically assign the tickets to an employee and we don't want to do that.
Anyone else trying to do something similar? Anyone know a workaround for this?