Service desk rules
Can i use k1000 service desk ticket rules to allow high priority tickets to be worked on first?
for example get two tickets come in one critical and one with medium priority is there a way to enforce the user to work on the critical ticket first?
for example get two tickets come in one critical and one with medium priority is there a way to enforce the user to work on the critical ticket first?
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Posted by:
smalls
8 years ago
Not sure what you mean but "worked on first". You can sort the tickets in the ticket view by Priority and make that your default view so that the high priority tickets are on top of the list.
You could also use a ticket rule to send an email to your staff when a high priority ticket comes in or to trigger a alerting system like PagerDuty or OpsGenie.
You could also use a ticket rule to set the Due date so that SLAs can be triggered.
It really depends on how the work flow is to happen.
Comments:
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for example get two tickets one critical and one with medium priority is there a way to enforce the user to work on the critical ticket first? - emorrison 8 years ago
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To my knowledge there is not way to lock out other tickets from being accessed until the higher priority ticket is closed. I guess you could filter tickets though someone first and assign tickets that way the tech only sees his assigned tickets.
I tell my guys that they need to watch for and take those tickets first. I did help them by sending out a different email with different wording so that they can use message rules in Outlook to make sounds or whatever they need to get the ticket answered. I also use OpsGenie to do alerting for after hours issues and those super critical tickets. I keep an eye on the SLAs via reporting and bring down the hammer if something is missed.
I guess I just keep my guys accountable and it is on them. Not saying that we get every ticket but 99% of them we do and then we hash out what happened if we do miss a ticket and how to fix it. - smalls 8 years ago-
Thanks - emorrison 8 years ago
