We are evaluating iTop in our environment. It has some nice features. But now we are stuck at the user request and its assignment.
We want to automatically assign a new user request to a specified team, defined by the service. We installed the plugin "Dispatch Incident to team" from iTopHub. But this does not really solved our problem because we still have to manually dispatch the request to a team.
Is there any possibility to automatically do that?
We already took a look in the Actions. But there is only the possibility to make Email Notifications.
Kind regards
koechr
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It's possible to write such feature as an Extension.
There is one extension available today for Combodo customers only, which does this:
Summary: Automatically dispatch tickets to teams when entering a state.
Allow to dispatch automatically Ticket based on predefined Dispatch rules, to a team and trigger a transition.
Each time a Ticket enter a state, iTop searched for Dispatch rules which apply to this class and state. If it finds one, then it uses each Team rules in order to retrieve a team. The Ticket is assigned to the first team found and Ticket is moved to a different state. If no team is found, the Ticket is left unchanged.
Example: when a Ticket is created, it is automatically dispatched to the team with role 'Support level1' defined on the customer Delivery Model, and moved to status 'Dispatch'.
customer of the ticket
service or sub-service of the ticket
location of the caller
current time and applicable coverage windows
or any other logic you may need…
And any combination of those.
Last edit: Vincent @ Combodo 2018-11-08
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Well thank you for the quick reply.
Its good to hear, that there is a solution. Unfortunately we are no combodo customers and will not become so. The annual subscription is way above our budget.
Do you know if there is any intention that this extension will be on itophub in the future?
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Hello,
I am looking for this kind of feature. I set 2 support teams in iTop, and I would like tickets/requests be visible only by teams members following the family service they are assigned, e.g. :
Team 1 is responsible for family service 1, and can see only tickets/resquest assigned for services from family services 1
Team 2 is responsible for family service 2, and can see only tickets/resquest assigned for services from family services 2
Does this extension will answer to this function ?
How be aware if this extension is available ?
Thanks
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No this extension does not do this and no there is no existing extension from Combodo which does this. We have seen this request a lot, we have some ideas on how to implement it, but it has not been tested yet:
Each team should belong to a separated organization with no visibility on the other Teams organizations, services a team supports, must be owned by the same organization -> drawback they cannot transfer the ticket to those other teams. A central organization could exist be visible by all and perform Ticket dispatching.
A Ticket should have a new field customer_id to keep who is the customer, and org_id could be redefine as an ExternalField on the Service Provider (service_id should be mandatory in all states)
Some scopes of the User Portal might need to be redefined for the caller to still be able to see Tickets even if they don't belong to his organization anymore. There might be a few other glitches but it might be nice giving it a try...
👎
1
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We have purchased auto dispatch ticket to a team extention. We are trying to assign tickets to team based on service but not able to correctly assign the ticket to team.
PFA
We are evaluating iTop in our environment. It has some nice features. But now we are stuck at the user request and its assignment.
We want to automatically assign a new user request to a specified team, defined by the service. We installed the plugin "Dispatch Incident to team" from iTopHub. But this does not really solved our problem because we still have to manually dispatch the request to a team.
Is there any possibility to automatically do that?
We already took a look in the Actions. But there is only the possibility to make Email Notifications.
Kind regards
koechr
It's possible to write such feature as an Extension.
There is one extension available today for Combodo customers only, which does this:
Summary: Automatically dispatch tickets to teams when entering a state.
Allow to dispatch automatically Ticket based on predefined Dispatch rules, to a team and trigger a transition.
Each time a Ticket enter a state, iTop searched for Dispatch rules which apply to this class and state. If it finds one, then it uses each Team rules in order to retrieve a team. The Ticket is assigned to the first team found and Ticket is moved to a different state. If no team is found, the Ticket is left unchanged.
Example: when a Ticket is created, it is automatically dispatched to the team with role 'Support level1' defined on the customer Delivery Model, and moved to status 'Dispatch'.
This extension allows to define:
Team can be assigned based on:
And any combination of those.
Last edit: Vincent @ Combodo 2018-11-08
Well thank you for the quick reply.
Its good to hear, that there is a solution. Unfortunately we are no combodo customers and will not become so. The annual subscription is way above our budget.
Do you know if there is any intention that this extension will be on itophub in the future?
Yes, it will be available on the iTop Hub within a few months, but not for free, also much cheaper than the annual subscription.
Hello,
I am looking for this kind of feature. I set 2 support teams in iTop, and I would like tickets/requests be visible only by teams members following the family service they are assigned, e.g. :
Team 1 is responsible for family service 1, and can see only tickets/resquest assigned for services from family services 1
Team 2 is responsible for family service 2, and can see only tickets/resquest assigned for services from family services 2
Does this extension will answer to this function ?
How be aware if this extension is available ?
Thanks
No this extension does not do this and no there is no existing extension from Combodo which does this. We have seen this request a lot, we have some ideas on how to implement it, but it has not been tested yet:
Each team should belong to a separated organization with no visibility on the other Teams organizations, services a team supports, must be owned by the same organization -> drawback they cannot transfer the ticket to those other teams. A central organization could exist be visible by all and perform Ticket dispatching.
A Ticket should have a new field customer_id to keep who is the customer, and org_id could be redefine as an ExternalField on the Service Provider (service_id should be mandatory in all states)
Some scopes of the User Portal might need to be redefined for the caller to still be able to see Tickets even if they don't belong to his organization anymore. There might be a few other glitches but it might be nice giving it a try...
This extension does the automatic ventilation, but not the segmentation of Tickets between teams
https://store.itophub.io/en_US/products/combodo-autodispatch-ticket
The segmentation is possible, but very tricky and will not be garantee to work with any future version of iTop...
Hi,
We have purchased auto dispatch ticket to a team extention. We are trying to assign tickets to team based on service but not able to correctly assign the ticket to team.
PFA
This message is a duplicate of this thread.