We are evaluating itop as a potential candidate to our new workflow tool, however it seems to me, that it misses our most beloved "team assignment" feature. E.g. taking ticket and throwing it into a support team, without naming the certain agent from that team right away, but postponning the decision which agent starts solving the ticket. (It is up to that team to decide who's gonna do it.)
How to do it in itop? What is the best practice? Am I missing something simple and obvious? I guess I am...
Thanks a lot,
m.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Fantastic! :)
I see there is also a module for Incident dispatch, we'll use it as well. Later on we will need also similar ones for Problem and Change management, but I am pretty confident we can making either by adjusting the existing two ones, or by using the Designer.
Thanks a lot, it's definitely what we need. :)
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
If you use the UserRequest Object, do not try to install Incident dispatch, because UserRequest already contains Incident, it also contains the request
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
We are evaluating itop as a potential candidate to our new workflow tool, however it seems to me, that it misses our most beloved "team assignment" feature. E.g. taking ticket and throwing it into a support team, without naming the certain agent from that team right away, but postponning the decision which agent starts solving the ticket. (It is up to that team to decide who's gonna do it.)
How to do it in itop? What is the best practice? Am I missing something simple and obvious? I guess I am...
Thanks a lot,
m.
There is an extention to do that : https://wiki.openitop.org/doku.php?id=extensions:dispatch_userrequest_1_1
It will allow you to assign a ticket to a team, check the description ;)
Fantastic! :)
I see there is also a module for Incident dispatch, we'll use it as well. Later on we will need also similar ones for Problem and Change management, but I am pretty confident we can making either by adjusting the existing two ones, or by using the Designer.
Thanks a lot, it's definitely what we need. :)
If you use the UserRequest Object, do not try to install Incident dispatch, because UserRequest already contains Incident, it also contains the request
Well I did id before I read your post and it seems quite ok for now, no conflicts.... But nevermind, it is just a test environment.