Allow multiple assignments to Service Desk tickets without creating child tickets
Allow multiple assigments to one Service Desk ticket instead of having to create child tickets
This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release
Ryan Blake commented
Setting multiple owners is something that really needs to be added. This is useful for both larger organizations where multiple people share the same responsibility.
It would also be useful to my department as my level 1 techs could involve a level 2 technician. This way the level 2 sees it in their queue but the level 1 can still track and keep an eye on the ticket.
Same! This would be a great feature! Commenting to keep it current and give more 'votes'.
Teri Grinnell commented
Is this item still being considered for release? I would really like this option.
What ever happened to this?
Every service desk tool that i have used had the ability to assign multiple techs to the same request. I'm actually surprised that this feature isn't already part of this tool.
Surely Dell and KACE have a better workflow than assigning more than more than one tech to their own system so why not implement it the tool that they market?
We are implementing the K1000 Service Desk and this has been our biggest complaint from technicians.
It has also been a feature in our previous service desk tools (BMC and Revelation Help Desk) and seems to a very big oversight in the K1000 Service Desk.
Tony Barker commented
Biggest complaint I receive from our techs now that we use Service Desk. We used Footprints as well so our techs were real familiar with this ability.
Daniel Lengert commented
It would be great if we could assign more then one ticket owner to a ticket at a time.
I forgot to add also that it would be nice then to have a given ticket show up in multiple users default view. Currently a ticket assigned to someone else would not show up in a default view of your own tickets plus new. You would therefore have to do a search to find that ticket or change your view.
In keeping with current options it would be nice to have the ability to set multiple owners on a given ticket. If a new field were created this could be the idea of a secondary owner or something along those lines. If ticket reporting is done to show workload it could be misleading about who all worked on a given ticket.
Joseph Blake commented
Absolutely. A previous employer used Footprints, and I miss the ability to be able to assign groups (generically) and multiple explicit technicians to tickets. This is a high priority for me.
This should have many more votes, especially from larger enterprises where job duties are mirrored or shared. The abilit to assign tickets to multiple owners (or groups) would be a great time saver in our environment. It would also decrease the incidents of "vacation lag" when an owner is out of the ofice.
Jo Ellen Macko commented
There are many times that multiple people may need to work on one ticket at a time. It would be nice if there was the ability to assign multiple people to one ticket rather than having to create child tickets to alert the people that their assistance is needed on a ticket or having to change the owner in order to pass along the ticket.