5 Replies Latest reply on May 9, 2017 7:10 AM by Rizwan

    Assign ticket to multiple analysts

    Rookie

      Is there a way to assign a ticket to multiple analysts without using groups?

        • 1. Re: Assign ticket to multiple analysts
          Specialist

          Can you please elaborate more on your query on what exactly you want to achieve.

          • 2. Re: Assign ticket to multiple analysts
            andreas.lindner Expert

            Hi,

             

            unfortunately no, not built in at least. The assignment works that way, that only one assignment can be the current assignment. If you now wonder, why there is a current assignment and in addition a latest assignment, that is because the current assignment will be cleared if your process comes to any end type status (the red ones). Otherwise the assignments will be equal during the whole process.

             

            Andreas

            • 3. Re: Assign ticket to multiple analysts
              Rookie

              To elaborate a little more, what we are trying to do is to assign a ticket or incident to more than one Analyst.  Right now, in the Add Assignment window, there is an option to choose one analyst from the drop down menu.  We would like to add multiple analysts to a ticket or incident if possible.

               

              Gerry

              • 4. Re: Assign ticket to multiple analysts
                Rookie

                To elaborate a little more, what we are trying to do is to assign a ticket or incident to more than one Analyst.  Right now, in the Add Assignment window, there is an option to choose one analyst from the drop down menu.  We would like to add multiple analysts to a ticket or incident if possible.

                 

                Gerry

                • 5. Re: Assign ticket to multiple analysts
                  Specialist

                  Hello,

                   

                  Thank you for coming back, as my friend Andreas suggested, unfortunately, there is no built-in feature to achieve this.

                  Also, as per the industry standards and ITIL RACI, for any ticket, there should be one Analyst or Assignment Group accountable and responsible.

                  If you are looking for a ticket to be worked on by multiple analysts, you can create tasks from Incident process and assign tasks to multiple analysts.

                   

                  Regards,

                  Rizwan