How to reassign the ticket?

[manmathpanda]

Hi Developers,

I have a reqirement like below

When a query comes to HRDesk and Hr people look into this , meanwhile they have no sollution for this to resolve, in this case they forward this ticket to SME(Subject Matter Expert) for resolving the issue. Once the query resolved by the SME, SME will send back to HR to close the ticket?

Here how the ticket will be reassigned from SME to HR people once the ticket comes from HR to SME?

Regards,

Manmath

[Allen Andreas]

The same way that the ticket was reassigned to the SME?

Normally this is done by an "assignment group" field...on the form and you'd change the group there.

As far as best practice...this can vary by company...some reassign to the group (more like a cold handoff)...some have a technician reach out to an SME and does more of a (hot handoff) and may not fully transfer the ticket...but give them the link to add work-notes/comments, but not fully transfer it.

A few ways, but either way...it's about the assignment group field.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[manmathpanda]

Hi Allen,

So in this case what state SME will choose out of  inprogress, hold, send back to HR ....

Regards,

Manmath

[Priyanshu]

status should be in progress (it again depends what all status you are having standard will be in progress )and he can put his work in work notes and then change the assignment group to HR assignment group.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[manmathpanda]

Hi Clinde,

Thanks for your quick response.

I have one more doubt here

As per my organisation , according to category , assignment group changes and they have made it readonly by dictionary override.

So what will be the better scenario to send the ticket to "SME", I did is 

I created one state field as "pending with SME" and when i click on this , assignment group changes and according to assignment group , assignto field is populating and assigned to SME USER.

Now my questing is here

1) if SME user will fill what ever sollution he find in "WORKNOTE", Is this visible to HR who has assigned the ticket to him.

2)after getting the sollution , he has to send back to HR but here in this case ASSIGNMENT GROUP IS readonly, so how can i send back the ticket who has assigned the ticket to him/her.

3) When i am clicking on another "state" field , assignment group not changes as previous one?

Please suggest here what to do in this case?

Regards,

Manmath

Regards,

Manmath