when solving or closing a ticket without assigning a person to this ticket , can the system automatically assign the ticket to the person who solved/closed it
I am not sure that this would be viewed by most users as the common flow of things. I would love to hear our community chime in on this.
Thanks for your reply, I don't see why not if it's an option to turn on and off.
I have used other system with this feature.
Hello Yuval - it looks like the community has chimed in and overwhelmingly agree that this would be helpful feature to have, at least optionally. Have we exhibited enough support yet in the eyes of Samanage for this to be added to the development pipeline?
I agree with you. Adding Yum Darling for further visibility.
Thanks for tagging me!
I'll take this to our product team and see what they think
It's definitely a well-thought-through idea.
Dedicated to your success,
Of the few other ticket system's I've used, auto-assigning to the closer was the default action. For us, it's a pain because even quick open/close tickets there are several wasted steps of having to create the ticket, enter in the required info, give it a state other than "resolved" or "closed" then close it for it to appear properly with an assigned tech.
Semi-related, the auto-assign ticket assignee would be mandatory on a "quick-tick" sort of thing where in one screen/view you both open and close a ticket. (Which I'd love a quick, one-page submit/close)
Agreed this would be a valuable feature for us. One of the measures of productivity we use is closed numbers and if someone forgets to assign something to themselves before resolving the incident the numbers are off in our reports. As Mike mentioned above, there are a few steps to make that happen and so people forget or just don't do it sometimes. This feature would negate that.
I also like Mike's idea of a quick ticket screen where you can create and close a ticket in the same view. Too many steps to do this currently.
I vote yes to both!
I'm in agreement with both Jordan and Mike. To ensure our close statistics/reports are accurate, I find myself running a report on a weekly basis that identifies incidents that were closed without first being assigned to an individual and asking the folks on my team to edit the assignee to produce accurate numbers.
If this functionality was made available to us, we would use it and we would benefit greatly from it.
I'm also in agreement as we used closed tickets to help determine productivity. Currently, we have to go through and manually assign tickets once they are closed if the closer forgets to do this. Up voted here!
Also in agreement. Techs work on stuff all the time without going through assignment, and then close the ticket. If they are closing the ticket and it isn't assigned, then assign to the person closing.
It would be handy, especially since there isn't a quick way to assign yourself the ticket from within the ticket page. We missed someone's reply recently because someone resolved a ticket and forgot to assign it to themselves first, so they weren't notified.
Our main queue, the default for anything made off the portal/by email, is our Helpdesk queue. For the sake of clean up and tracking, we assign/close incidents in the tech's name.
I use the queue list to re-assign incident all the time because of the default dump, but it's disabled for closed state, and doing it in resolved forces the ticket back open (which it should). Having open the incident, edit to assign to myself or the closing tech when they don't, and save again is just wasted time
It would be easier to have either a checkbox to "assign to you" when to change state to resolved/closed (from within the incident) or having an option to enable the feature on the backend by default
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