8 Replies Latest reply on Sep 23, 2017 11:46 PM by John.Moha

    Assigning the request ticket to a technician.

    JohnO Apprentice

      Hi Everyone,

       

      I would need your help once more. I'm testing out a new request process for ordering equipment. One part of that process is to release it to the technician that will deploy the equipment. I was wondering how to assign the ticket to the technician, wait for them to deploy the equipment and then they update the ticket status to "Deployed" thus completing the whole one request.

       

      Here is my sample process.

      Create Request > Authorized > Order Equipment > Prepared > Released to Tech(assign the ticket to a technician) > Delivered (Technician will change the status to Deployed)

       

      Initially, I was thinking of adding a "create an incident ticket" as a collection on "Released to tech" and manually assign them a separate incident ticket to deploy the equipment. I'd rather stay just with one request process and not go out of it if this is possible.

       

      I would also like this to be linked with our Asset Management Lifecycle in the future. 

       

      Thank you in advance. I always appreciate all your help!

      Sincerely,

      John

        • 1. Re: Assigning the request ticket to a technician.
          John.Moha Specialist

          Hi John,

           

          You can create a new action ( Released To Tech ) - this must have a User Collection and Group if Needed . similar to ( Add Assignment ) Action
          after this action you need to set value type notification to send that Tech an Reminder .

           

          another solution if you are release more than one device ,, Use the tasks to send it to more than Tech

           

           

          Your Process will be like : Prepared > Released to Tech > Delivered

           

          you can drag Configuration Item  into the ticket if its a service request or incident and it can be used in Asset management

           

           

          Hope this will help

           

          Thanks

          John

          • 2. Re: Assigning the request ticket to a technician.
            JohnO Apprentice

            Hi John!

             

            I'm getting there! I just want to ask you where do you set the value type notification?

             

            This is what I did.

             

            Thanks again,

            John

             

            John.Moha wrote:

             

            Hi John,

             

            You can create a new action ( Released To Tech ) - this must have a User Collection and Group if Needed . similar to ( Add Assignment ) Action
            after this action you need to set value type notification to send that Tech an Reminder .

             

            another solution if you are release more than one device ,, Use the tasks to send it to more than Tech

             

             

            Your Process will be like : Prepared > Released to Tech > Delivered

             

            you can drag Configuration Item into the ticket if its a service request or incident and it can be used in Asset management

             

             

            Hope this will help

             

            Thanks

            John

             

            • 3. Re: Assigning the request ticket to a technician.
              John.Moha Specialist

              Hi John,

               

              in ( Notification) automatic action
              "right click > Value type > add Release To To collection latest value pic whenever you want

               

              Thanks

              • 4. Re: Assigning the request ticket to a technician.
                JohnO Apprentice

                Hi John,

                 

                I may have hit a brick wall. I am stumped. =(

                 

                I was also trying to find a way to close the ticket when the ordered items are received and at the same time assign the request ticket to another tech to finish the process. The tech will then click "Delivered" and leave a note when they are successfully installed the equipment then goes to a survey then close the ticket.

                 

                • 5. Re: Assigning the request ticket to a technician.
                  John.Moha Specialist

                  Hi John,

                   

                  you can close the tickets after assign by adding automatic action ( Close )

                  and no need for manual action for ( reassign ) if it's always to the same people . you can set it to an automatic one .
                  Delivered action , you can add fields so they analyst must to fill , and then add collection to the window of request to show these comments .

                  for the survey you need to design it and at the end set it for the User.

                   

                  Hope this will help

                   

                  Thanks John Moha

                  • 6. Re: Assigning the request ticket to a technician.
                    JohnO Apprentice

                    Hi John,

                     

                    I will try your suggestion and let you know the outcome. I do appreciate all the help! Thank you!!!!

                    • 7. Re: Assigning the request ticket to a technician.
                      JohnO Apprentice

                      Hi John,

                       

                      I'am trying a different approach. It seems I'd like to find a way to assign a new ticket (or request) to a technician that will deploy the requested equipment. This way a separate ticket will be created instead of reassigning it to the technician. What would be the best way to do this one? Child request ticket?

                       

                      Help!

                      • 8. Re: Assigning the request ticket to a technician.
                        John.Moha Specialist

                        Hi John,

                         

                        1- create new action , like ( deploy )

                        2-  add automatic action ( Create Request )

                        3- copy the details from  parent request to child one
                        4- add assignment to the required analyst

                         

                        if you want to let the current analyst to assign it manually and choose the group or analyst ,
                        use the ( add assignment ) but don't loop it back to the same status ,, after use step ( 2 and 3 ) .

                         

                        Hope this is clear

                         

                        Thanks

                        John