Assign to someone else in the same support group




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.


Update Set


-- SophieLemaitre - 10-Mar-2011

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Topic revision: r1 - 2011-03-10 - unknown
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