Assign to someone else in the same support group

Date

2011/03/10

What

Original request from Zhechka:

• create a new field called 'Preferred person' that anyone from the Assignment Group can fill in.
• when this field is filled in, send an email to the preferred person, telling him he should take the ticket in hand.
• let the preferred person put the ticket In Progress.

Request after discussion with Olaf/Mats:

• be able to assign to someone in the same support group (i.e. more or less click on the persons, not only the group, when searching in Assignment Group).
• be able to assign to someone else in 3rd line while being in 2nd line (ex: 2nd line ELFms or 2nd line LFC).
• (maybe) be able to assign to someone from your functional element, when being the functional manager.
• don't give the possibility to the service desk to assign to individuals in other groups.

How

Update Set

Issues

-- SophieLemaitre - 10-Mar-2011