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]

In fact it's 2 options:

The easiest one is the metrics (OOB, nothing to do for anyone) but the cons is "all the modification of assigned_to are recorded even if the person didn't work on the ticket (a mistake for example)"

If you make a report on "incident metric" table (view in fact) with the filter "Assigned to Duration" (and the other filters you need as "closed last month"), grouped by "number (incident)" and with the columns "number , short description, maybe CI or category and 'value', you'll be able to see all the person who worked by incident"
As this metric is OOB, you even able to make the test on your instance, you'll see it.

The more complete option (but with some work to do as customization OR in the day to day use) is the Time Cards http://wiki.servicenow.com/index.php?title=Time_Cards where people will record the "billable" time spent for the incident.
=> Customization : Automatically that someone is assigned to, a Time card is created
=> day to day use : Every time i work on a ticket, i record the time

Regards,

[geannaweed]

Thanks for the input!