Multiple Assignee

kir2u

Are there any mods out there to allow you to assign a ticket to two different Staff Members?

raulb

I was looking for the same exact thing :)

derekmorris7

I third this too!!

I would love this too!

xUx

while the ticket remains unassigned, opened and in the propper department, all the staff is able to see it and send messages through the internal notes or responses to the end client till someone decides to close it. What's wrong with that? Unless you are looking an option like "clone ticket" so it can be handled by N staff members and answer N responses to the end client? :

gilsurf

Though, it seems that update emails do not go to the entire department. Is that correct?

kir2u

the main reason i want this is the following:

in our department we process all the tickets. So when a ticket comes in, it gets assigned to an employee in our department (lets say employee X)... but some tickets require some changes to be made from people in other departments (employee Y)

So i made some changes to the code so that once the ticket is assigned to employee X and he realized some changes need ot bemade by employee Y, he clicks a checkbox which sends an email to the employee Y telling them about the ticket.

now if i create an account for employee Y to login to the backend, he wont see the ticket cause it's assigned to employee X.. and if i give him the client's link he can only view and not really make any comments.

so that's my problem!!

systech

Bumb for a useful mod.

Our department will sometimes have tickets worked on by two or more Staff members, this would be very helpful when working with crystal reports as well.

Thanks!

raulb

Yeah this is the problem we are having as well orur techs are not informed that a tickets was closed or updated. Is there a plugin that can do this or a mod?

systech

Yeah this is the problem we are having as well orur techs are not informed that a tickets was closed or updated. Is there a plugin that can do this or a mod?

I sure hope so!

fadi

I have worked on something similar. I have used the concept of a parent child ticket. A ticket 'A' is the main ticket. Ticket 'B' and 'C' are the children of ticket 'A' where B and C have been assigned to two different departments. You have to close 'B' and 'C' in order to close the main Ticket A. In order to impliment this we have to disable mass close option for tickets. Is this what you people are looking for

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(DN-01)

Daniel Reid

Anyone ever get anywhere on this?

ccholewiak

I have worked on something similar. I have used the concept of a parent child ticket. A ticket 'A' is the main ticket. Ticket 'B' and 'C' are the children of ticket 'A' where B and C have been assigned to two different departments. You have to close 'B' and 'C' in order to close the main Ticket A. In order to impliment this we have to disable mass close option for tickets. Is this what you people are looking for

Fadi,

This is a good additional mo, but does not correct the issue that was originally posted on here.

I am looking for the same feature/option