Allow select personnel to change CATEGORY from Incident Index

Idea created by Chad Brown on May 25, 2016
    Under Consideration
    Score10
    • Nate Riley
    • Chad Brown

    (Originally posted on 22, February 2016)

    We recently noticed a change was made to prohibit the changing of Category & Subcategory from the Incident Index screen. While this change is one we were looking forward to, to prohibit people intentionally or unintentionally bypassing Mandatory fields - we now have the problem of Queue Managers being forced to enter all MANDATORY fields themselves.

     

    This has significantly impacted times to get the Incidents to the correct parties - and now necessitates they purposefully populate fields with inaccurate data. This may set the receiving team on the incorrect path to resolving an Incident, or makes them second guess every item until they check the audit log to see who populated the mandatory field.

     

    We do NOT want the ability to change Categories from the Incident Index as a whole returned; however, we are looking for some ability to CONTROL who can change those fields from the Index (such as Service Desk Supervisors, Queue Managers, etc...).

     

    Unfortunately I am unsure how to suggest that change. It seems to particular for ROLES. Perhaps piggybacking on the Weekly Summary function on the Notifications page, a similar listing of Application Users (vs. Portal Users) could be listed, and an Application Administrator can check mark each person permitted to bypass this control?

     

    Does anyone else see value in an exceptions listing?

    What problem will this feature solve?: