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Allow agent picker on service offerings
Brian_Wiest
Customer Super IT Monkey ✭✭✭✭✭
My environment up to
recently was all email and phone for support. We have migrated over the last
year onto SCSM and Cireson for our support management.
One item
that I have been "mitigating" is that when emails come in our support
staff is filling out the web portal offerings on behalf of the requestor.
The issue
is that the request will fire off an email to all support agents that new work
has arrived but it is already being handled by a specific person. So the
support agents started to ignore all incoming work. (BTW have SCSM Notify
Analyst app installed as personal are still dependent on email)
To offset
this I am having to create copes of requests and specific a specific agent thus
managing two offerings.
End idea
would be to have support agent available as an option when filling out
offerings when signed in as an analyst just like the Create Request on behalf
of appears. Just under it add "Assign To" with the same user look up
control.
Comments
In the ARO you have a check box under layout that provides the option for watch list.
Could a like item check box be added to Prompts that says something like,
"Allow analysts to request self assign"
This would then add a check box on the form just under the affected user box.
Now when checked the ticket creation script would add a relationship class for assignto just like the watch list relationship.