Samanage is using "Tasks" instead of fully functional child-tickets (as seen in most competitive products).
After reviewing the product and reaching out to our Account Manager, it seems there's no possibility to reassign a task to a different assignee/agent once master ticket (incident) is generated.
From my perspective, this heavily reduces the value of the Service Catalog processes:
- If the task-assignee is busy or won't perform the task for whatever reason, he should be able to re-assign this task to a colleague.
- If the task-assignee is away (absent, sick, vacation...), his manager or ticket-dispatcher should be able to reassign the task to someone else.
Sadly, this limitation is severe enough to prevent us from acquiring/adopting the product for our company.
Thanks a lot for reviewing this case.
|What problem will this feature solve?:|
- Remove the limitation of reassigning sub-tickets (tasks) to an alternate agent if required. - Increase the usefulness and agility of Service Catalog processes.