Unless you're a database specialist this is a difficult one to explain in terms of impact/usability.
In other ITSM tools, a Service Agent can be assigned to multiple assignee groups, and can assign a ticket based on each group independently. For instance, if I was in the Change Management group and also in the IT Service Desk group, I could assign tickets to myself independently in both groups; so I would have one ticket in the Change Management group against my name, and one ticket in the Service Desk group against my name.
In Samanage's current model, the ticket is EITHER assigned to me, to the Change Management Group or to the Service Desk group. i.e. once it is assigned to me, it is not associated with either group. i.e. the "Assignee" field is a single flat table value instead of a pair of values with a data relationship.
The impact? It means that for instance I cannot effectively separate out incidents for Telephony which are associated with the Telephony Project and BAU; User Jon is both a Telephony Project resource and a BAU resource - but if he assigns tickets from both queues to himself, they are no longer separated. He's going to have to use tags or some kind of customised use of categories to separate them.
This idea would also make Reporting, Filtering and dissatisfaction tracking FAR SIMPLER because as a manager you could easily limit your source data to only your own group.
Now I do realise that development of this idea would not by any means be simple or quick - I'm not expecting a "This will be live tomorrow" - but I would definitely like to see this put into the plan.
|What problem will this feature solve?:|