New here to iTop and must appreciate that the developers have done a wonderful job in the design/development of this Open Source Solution. There is a bit of learning curve but i was able to figure out most of the stuff and enjoyed working.
I hope I am posting in the right place since I couldn't find anything related. I have a specific problem which I want to address and appreciate if more experienced members could kindly guide.
From what I understand iTop works like this in the most simple example:
Service Requester creates a Ticket from Portal -> Ticket goes to a service helpdesk team who assigns to agent -> Agent Solves the issue and closes ticket.
Now what I want to do since in Telecom situation is different from IT:
Service Requester creates ticket from Portal -> Ticket goes to service desk, service desk team is able to further send it to 4 agents(maybe 4 sub tickets, with all the info in the parent ticket) -> 4 agents work to close those tickets -> service desk team finally responds to the requester and closes Parent ticket.
To further clarify our situation is this whenever a department requests an implementation, that same implementation has to be done in 4 different regions.
I was thinking maybe in Itop it could be done via workorders but only 1 work order is generated against a user request. Also explored the Parent and Child Tickets but in the parent ticket all those attachments and details would need to be reattached which seem complicated.
Any help would be appreciate if this is even possible. Thank you
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Hello Asad,
If you want to mesure SLA on the work done by the 4 agents of your example, then sub-tickets is the best strategy. Combodo's customers have access to an extension "Global Demand" which automatically creates a set of sub-UserRequests depending on the selected Global Demand. Common use cases for this extension are: the arrival (or the departure) of a new employee (or contractor). This requires multiple IT teams to do a part of the job, like deliver site access, a new phone, a new PC, do some software installation, allocate an IP address, an email address...
Even without this "Global Demand" extension, you can use "User action configurator" to enable your agent to create one by one the sub-user request, more efficiently by populating all the pertinent data with a copy from the original request (it can even include a copy the attachments). It can create a parent-child relationship automatically. Then the helpdesk will complete the User Request with service, service-subcategory, team (and agent if you want) and the new sub-ticket will follow its life.
If you don't care about SLA and OLA, then WorkOrders is a possible option. You can create as many WorkOrders as you want on a particular UserRequest, there is no limitation.
Some Combodo's customers uses an extension named "Catalog of procedure" which automatically creates a set of WorkOrders under the User request based on the Service Sub-category chosen by the requestor.
The choice is yours.
Vincent
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Thank you so much Vincent, don't have global demand at the moment. But I'm gonna explore the user action configurator it seems that should help in my case looks promising. Let me play around with it and get back to you.
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@cisou User action configurator worked like a charm this helped me solve a major bottleneck so thanks once again.
Now to save my steps and further optimize i'm trying to figure out if i could also assign it to a team either in the same step. Like maybe have a button that clones the ticket into a child request and also assigns to the team. Something of the sort.
also i did figure that you guys have a paid extension auto dispatch to team is there a way to do this with the free extensions?
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hi Guys,
New here to iTop and must appreciate that the developers have done a wonderful job in the design/development of this Open Source Solution. There is a bit of learning curve but i was able to figure out most of the stuff and enjoyed working.
I hope I am posting in the right place since I couldn't find anything related. I have a specific problem which I want to address and appreciate if more experienced members could kindly guide.
From what I understand iTop works like this in the most simple example:
Service Requester creates a Ticket from Portal -> Ticket goes to a service helpdesk team who assigns to agent -> Agent Solves the issue and closes ticket.
Now what I want to do since in Telecom situation is different from IT:
Service Requester creates ticket from Portal -> Ticket goes to service desk, service desk team is able to further send it to 4 agents(maybe 4 sub tickets, with all the info in the parent ticket) -> 4 agents work to close those tickets -> service desk team finally responds to the requester and closes Parent ticket.
To further clarify our situation is this whenever a department requests an implementation, that same implementation has to be done in 4 different regions.
I was thinking maybe in Itop it could be done via workorders but only 1 work order is generated against a user request. Also explored the Parent and Child Tickets but in the parent ticket all those attachments and details would need to be reattached which seem complicated.
Any help would be appreciate if this is even possible. Thank you
Hello Asad,
If you want to mesure SLA on the work done by the 4 agents of your example, then sub-tickets is the best strategy. Combodo's customers have access to an extension "Global Demand" which automatically creates a set of sub-UserRequests depending on the selected Global Demand. Common use cases for this extension are: the arrival (or the departure) of a new employee (or contractor). This requires multiple IT teams to do a part of the job, like deliver site access, a new phone, a new PC, do some software installation, allocate an IP address, an email address...
Even without this "Global Demand" extension, you can use "User action configurator" to enable your agent to create one by one the sub-user request, more efficiently by populating all the pertinent data with a copy from the original request (it can even include a copy the attachments). It can create a parent-child relationship automatically. Then the helpdesk will complete the User Request with service, service-subcategory, team (and agent if you want) and the new sub-ticket will follow its life.
If you don't care about SLA and OLA, then WorkOrders is a possible option. You can create as many WorkOrders as you want on a particular UserRequest, there is no limitation.
Some Combodo's customers uses an extension named "Catalog of procedure" which automatically creates a set of WorkOrders under the User request based on the Service Sub-category chosen by the requestor.
The choice is yours.
Vincent
Thank you so much Vincent, don't have global demand at the moment. But I'm gonna explore the user action configurator it seems that should help in my case looks promising. Let me play around with it and get back to you.
@cisou User action configurator worked like a charm this helped me solve a major bottleneck so thanks once again.
Now to save my steps and further optimize i'm trying to figure out if i could also assign it to a team either in the same step. Like maybe have a button that clones the ticket into a child request and also assigns to the team. Something of the sort.
also i did figure that you guys have a paid extension auto dispatch to team is there a way to do this with the free extensions?