I’m working on a new deployment of WHD and I’m trying to find the “best practice” for how to correctly route tickets. The org has multiple locations with multiple layers of staff (technicians, helpdesk, networking et. al). We are not going to be assigning directly to a Tech by hand. But all ticket will be assigned to a Tech Group based on the Request Type.
However the need is to have the ability to change the assigned Tech Group depending on the level it’s going to. The idea currently as follow.
Client submits ticket to Request Type: Hardware -> TV. This would route to the Helpdesk. If the helpdesk is unable to correct the issue, they would need to send this to a technician on site. As it currently sits, the helpdesk staff has no way of doing this without changing the Request Type.
Solution: For all types of service that involve multiple layers of support, add additional Request Types for each layer of service. So the type of:
Hardware -> TV
Would also have additional types of:
-> Helpdesk
-> Technician
The two layers would then be able to switch back and forth with ease. The down side is now reporting is messy with additional lines because of the additional Request Types.
Another solution is to create a rule. The rule would match on a tech note of “Escalate to: Technician”. There would be a corresponding rule for other sub layers as well.
The issue: Doing this sets an error on the ticket for the request type, basically saying it’s a mismatch and to resolve it. Also this rule will fire every time you click save. And with each click it will escalate the ticket from the Level 1, to the Level 2, or manager when there is no level 2. Because of this I had to abandon this idea and disable the rule.
Has anyone else dealt with this issue? How do you have your assignments configured?