Change Assignee on Tasks

Idea created by mmcnicoll@xpertdoc.com on Aug 2, 2017
    New Idea
    Score20
    • Nathan Evenson
    • Chelsea Bremer
    • Gustavo Trujillo
    • mmcnicoll@xpertdoc.com

    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.

     

    M.

    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.