KACE Product Support

How would more than one person be responsible for fulfilling the request? And if that is the case, how would each individual document their work on the request and, how would you report on it if two people were responsible and everything is in one ticket? - jmarotto 11 years ago

Some ticketing systems allow this. A group may be working on an issue collectively like a large network outage. When one member on the assigned team finds an answer or has an update they add it to the ticket for all to see. All updates are captured on the ticket for review and auditing. Parent -child tickets do not really work well in an emergency situation like this. - Jalvey74 11 years ago

well any technician with the same rights can update the ticket comment or status of the ticket. The only thing you would have to change is the ticket view, as opposed to searching you would have to switch the view to another user, or develop a custom view that lets you see tickets of a certain criteria, maybe a custom field (hidden from users) where you can check a checkbox that says "GROUP TICKET" then create a custom view for all open tickets with that checkbox marked. - Wildwolfay 11 years ago