Limit users from assigning tickets upper level techs
I'm curious if there is a way to limit our end users from assigning tickets to specific techs. I want to see if I can set it up so a non IT employee - say level 0 tech can only assign a ticket to tier 1 support people. Then only tier 1 people can send it up the line to the higher ups. I'm thinking this may limit the amount of users sending admins tickets to install say flash...
In my thinking here it would also help the end user get in touch with a tech that's using service desk thoughout the day, instead of sending a ticket to someone that's in two or three times per week.
Answers (2)
You should be able to set the Owners field to something like "Owners Only - Visible to Users" and it should only allow people that are ticket owners modify that setting.
I think the one time that would not be true would be modifying it through email using "@owner=whoever" in an email.
We removed this field all together because we didn't want users to have this degree of control. Your experience/evironment may differ in this case, but we allow our tickets to flow in unassigned to a tech. Once the ticket has been logged a tier 1 tech reviews the ticket, takes any measures they can and if need be escalates the ticket to a higher level tech.
Comments:
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Thanks for the input guys. So no way to limit a tier 1 tech from skipping the tier 2 techs and going right to the tier 3 level people? - ddevore 11 years ago
