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Hi, How are you?
Sorry for the basic questions.
I am helping to design GLPI workflow among technician groups, and I was wondering if I could gather best practice for tickets assignment workflow -
I am using GLPI 9.2.1.
1) When a ticket is created, and a category is assigned, then a default technician group is auto-assigned to solve it.
What is the best practice for technician group monitoring his queue?
For exemple, whether Category C1 is selected, then the ticket is autoassigned to Group G1 to solve it.
Therefore, technicians in Group G1 are always monitoring for news tickets assigned to group G1.
1.A) Once the ticket is assigned to Group G1 to solve it, what is the best practice on how handle ticket assigment?
Should the technician assign to himself the ticket, then remove his group from assign, and add his group to watcher?
Is there other suggested workflow ?
1.B) How to proper handle tickets that needs more than one technician work on it?
For exemple , suppose that one particular ticket needs that technician Group G1, and G2 to work on it to solve it.
What is the suggested work flow to handle that handover between technicians' Group without loosing history of which Group worked to solve the ticket?
I appreciate any help you can give me,
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You can do 1.b) with http://plugins.glpi-project.org/#/plugin/escalade
We use your 1.a) only with very important tickets. (Our technicians can see all tickets. We are a small group.)
We have one manager from 6 to 12 and one from 12 until 18 hour. this people use (the same) shared mailbox and get tickets with the new "new ticket (mail) notification". We don't use auto assign feature.
The manager assign the ticket to the technician. (technician get "assign notification" (mail))
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
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GLPI 9.3.3
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