currently trying out 1.9.4 rc5

I want to be able to assign tickets to a particular member of a team, and only have the other members get involved if he doesn't know the answer himself, or is unavailable, in which case the overdue status would alert them to the unanswered ticket.

but If I assign something to a particular agent, the only escalation option seems to be the department/department manager rather than the rest of the team. if these team members are not in the same department, they wouldn't currently get any overdue alert.

also some things that might be very high priority during office hours but not matter much on weekends, but the ticket might be created outside office hours, I'd like an option to set the SLA to run based on the time passed only during office hours, so I can set an overdue time of say 2 hours, and not have a load of overdue alerts on tickets on Monday morning for tickets created on a Saturday morning.

Can you setup more than one department like this?Department - Level 1 (Stuart and Pete)Department - Level 2 (Ringo and Paul)Department - Level 3 (John and George)if Stuart and/or Pete cannot answer the question, then they would assign it to Department - Level 2.  Where Ringo and Paul would work on it.  If they cannot answer it then they could assign it to Department - Level 3 where surely John would have the answer.As far as having the SLA do things like this, thats beyond the scope of the current SLA feature.  The good news is that SLA is on the table for a revamp in the not too distant future.

i'd already looked at doing it with departments, i see i can assign an agent a 'primary department', but i can't see how to assign an agent to more than one department, i would need to assign quite a few agents to 3 - 5 different departments. also, i don't really want to re-assign the tickets between departments, i want a new ticket to be assigned to one agent, if they are unable to answer the question themselves, they can then re-assign it to the team member most able to answer the query. if a new ticket goes unanswered, and becomes overdue, i would then like the whole team to be notified of an overdue ticket, and any one of them can then answer it. basically i only want one team member to be answering tickets, so the other team members can concentrate on developing/designing etc, and only become involved if the initially assigned agent doesn't know the answer, or is unavailable to answer. 

ok, I can get basically what I want by setting only the team lead to get assigned ticket alerts, and assigned agent/team to get overdue alerts.

but there's a lot of inconsistency on the alerts, only one allows the team lead, some allow assigned agent/team, again, only 1 allows 'team members', some allow department members, some don't.

can't you make that all a lot more consistent? it's hard to work out exactly who will get what like this.

have all of them as available options on all alerts. then you can just let us choose exactly what we want.

+1  I agree that there should be more option in some of those.

/Agree and +1

In our setup we never missed any option there, but I agree, it would be great to have all options for every alert/notification.

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