Multiple assignees

[geannaweed]

Has anyone tried implementing multiple assignments for 1 ticket?

AgentA opened the ticket, works on the ticket and is assigned to it. AgentB can pick it up, 'adds' herself to the ticket's assignment. So both agents have the ticket's ownership?

[david_legrand]

Hi,

Be sure about the business requirements because having 2 assignees is the best way to have 2 people saying "the other person will work on it".

In fact, i would much do:
1 assignee
several people into the "work_notes list" for watching it

And when AgentA needs to send it to AgentB, he/she change the assigned_to field and add a work_note like "i killed the zombi proccesses on the server, please restart the server and send me the ticket back".

But if you really need it, it's technically possible with a new field and some customization.

Regards,

[geannaweed]

2 assignees is only an example. Assignments should be flexible, at any number, depending on how many people will handle and work on 1 ticket.

The goal here is that on reporting, this 1 ticket will show on all of the agents' who handled it.

[david_legrand]

Ok, I just saw you're Service Desk Manager (I should know it has the question is often asked).

If I may, you have the wrong approach, you're thinking the "process design" with the "manager point of view" and not the "person who handles the ticket point of view". I usually say "I don't want fields on the form if I don't need it to perform the record lifecycle", and only when the real process is in place, i accept to work on the "manager reporting requirements" and i ask the managers to not say "I need this field" but "I need a report named '....' where i could see that in function of that", and then i see if we need to add a field or if we can do differently.

In our case, the requirement "several assigned_to" is justified only if several people are working in the same time on the ticket (and usually in that case, i prefer to have "incident tasks") but not for "reporting purpose".
Here, what you need is the OOB, and you need to use the OOB metrics.

In the screenshot, you have the metric definition MTRC0000003, I advise you to check with the integration team how does that work and how could you use it :).
http://wiki.servicenow.com/index.php?title=Metric_Definition_Support

I hope the explanations of this example will help managers who will read it to think the implementation in the right way 🙂

Regards,

[geannaweed]

I was actually inquiring due to a customer's requirement. I still handle tickets, I manage service desks and don't particularly look at how many and who and whose names handled one ticket. I also maintain/administer Service-Now so it's an awful lot of tasks (yeah my cup is so full i had to throw in questions here and there in this forum! :I ).

I was looking at the metrics before I posted this. I didn't see how it answers the customer requirements as they didn't need the 'duration' of who among her agents handled the ticket. They need to see who (1 to many agents) worked on the full life cycle of a ticket.