Automated Reassignment

Idea created by Tom Kelsall on Jul 25, 2017
    Long term plan
    • Rob Bennett
    • Tom Kelsall
    • Chad Brown
    • Gustavo Trujillo


    I would like to use a feature which could be combined with "Tasks" to better facilitate a process workflow in an incident.


    For instance; currently our teams often don't see their "Tasks" because they either get lost in the noise or because they're on a different screen to their incident queue etc. Our SAUs work mostly from their incident queue so I would like to be able to do the following:


    Condition Set:

       IF <checkbox is ticked>

             Reassign incident to NETWORKS

             Task for "Incident Assignee" to allocate port and IP range


    Once that task is done, the incident would automatically return to the previous assignee (or I could explicitly define the next assignee in the process).


    This would make workflows MUCH easier to track and manage.

    What problem will this feature solve?:
    It will reduce the workflow management task of an under-resourced service desk by ensuring that other teams immediately see new work in their incident queue.