Is it possible to flag a ticket for review?
What we are trying to accomplish is to find where the deficiencies lie in your help desk and where we need to provide better training. One of the methods we would like to use to accomplish this is to have a way to flag a ticket for review by someone in our Managers group. We would prefer to do this anonymously so that it does not show up on the ticket which user submitted the ticket for review as we feel we will get a better response to this if our employees no that the owner of the ticket that needs further review does not appear to get singled out by a single colleague.
Anyone know if this is possible?
Anyone know if this is possible?
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Answers (5)
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Posted by:
airwolf
13 years ago
So you want your end-users to be able to flag a ticket for review by management without the ticket owners knowing?
Posted by:
dyehardfan
13 years ago
Not necessarily ticket submitters, but definitely our Help Desk staff, members of management, etc. Basically anyone in the Admin Group and not the Users group.
Posted by:
airwolf
13 years ago
You only have two types of permissions: owner and submitter. You can hide comments in tickets from submitters, but not owners. In other words, without deleting entries in the database (which Dell KACE will advise against), there is no way to allow a user to perform an action in a ticket without an Owner being able to see the change.
Posted by:
dyehardfan
13 years ago
ok, sounds like the simplest answer then is to just create a user named anonymous and allow anyone who wants to flag a ticket for review the ability to do it from that account. not sexy, but it works.
next question, is there a way to automatically route the ticket to a particular user if the status is changed to "Flagged for Review" or whatever we decide to name it?
next question, is there a way to automatically route the ticket to a particular user if the status is changed to "Flagged for Review" or whatever we decide to name it?
Posted by:
airwolf
13 years ago
next question, is there a way to automatically route the ticket to a particular user if the status is changed to "Flagged for Review" or whatever we decide to name it?
Yes, you'd have to write an "On Ticket Save" rule to change the ticket Owner to a particular user if the status of a ticket is "Flagged for Review".
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