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The Ticket Manager is the sole person responsive end-to-end that this Ticket will be resolved. This isn't to say that others can't help, they can and they can work on such tickets, log their times, log parts used, histories, etc. To structure this further you can create Tasks under the very same Ticket and assign each such Task to a different technician. This is normally the use case with Tickets that are a bit more complex or takes more time to resolve.
Another approach, with even "larger" and more complex Tickets is to add different Tickets and assign each to a different Tech while having one Ticket that "groups" them all, namely, one "master" Ticket that under its 'Linked Tickets' tab you link all related tickets. True, this is managing separate tickets. It is very easy for techs to see what tickets they need to work on - simply by visiting the list of tickets assigned to them. Hope this helps and we'll take a note of you asking. |
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I agree with this.
I understand the need to have one manager of a ticket but it would be good to be able to assign other techs who are involved in the job/ticket if for no other reason than so it shows up in their tickets view. The roles of ticket manager and assigned tech are not necessarily the same. |