Ticket Ownership by Service Desk technicians

[shairaz]

Hi,

I need each Service Desk technician to have visibility or ownership of all tickets that they have assigned to other teams. These tickets could have been created automatically from user email, by themselves or passed onto them by other IT colleagues. As described by ITIL, they should have ownership of all tickets.

I cannot find a function that would do this in ServiceNow. Watch List or using tags do not fulfill this requirement.

Much appreciated,

Shairaz

[marcguy]

we created an owning group that is populated when the incident is created with the 'service desk' that received it, that group stays the same throughout the incident lifecycle and are ultimately responsible for ensuring resolution.

then you just have a filter called 'My Groups Owned'

[Mark Stanger]

You'll need to create a new reference field to store the name of the Service Desk technician who made the assignment.   The field will need to be populated by a business rule that runs when the Service Desk makes an assignment.   Once you've got that populated you could create a simple module (similar to My Work) that shows a list of items assigned by that user.

[shairaz]

Many thanks for your suggestions, let me look into these options.