Close another tech's ticket without taking ownership
Is there a way another ticket owner can close someone else's ticket without taking ownership?
I manage a service desk team. Sometimes I see items where I want to add a comment and close a ticket my team is working on.
There are also times when one tech is covering for another tech during vacations and days off and they have to tidy up open items. I don't want the tech that did the majority of the work to loose credit for the case.
As it is now, one has to take ownership of the ticket in order to close it and that is skewing my metrics.
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Exactly. For instance I have someone on vacation this week and we have at least 12 tickets where the end user responded that they were all set.
I do not want him to lose credit for the work by assigning it to myself just to close them up. It will reduce his metrics and I will have to fire him for being a slacker :) - JordanNolan 9 years ago