Auto assigning an incident to a Service Desk Group, then forwarding

[jmoorman]

Incident Assingment - - Our current implementation has incidents being routed to an Assignment Group, via a lookup table, based on Category/Subcategory/Application. With the install of a brand new Service Desk, all incidents will route through our Service Desk assignment group for triage. (In essence turning off the current lookup table for assignment). The Service Desk individual will then be able to assign the incident out to Level 2-3 staff. We need to implement a mechanism where the Service Desk individual can invoke the lookup to assign to a certain group based upon the categorization of the Incident. Also, a mechanism to prevent Level 2-3 staff from forwarding the incident on, it should be sent back to the Service Desk for re-assignment. Has anyone had any experience with this? Or other recommendations on how to handle?

[Jamsta1912 · Accepted solution]

Hi Jason,

One way you could do this is to create a UI Action: a button for the Service Desk agents to click once they've completed their triage. The 'business rule' part of the UI Action could then perform the look-up against your assignments table and reassign the incident.

And similarly, you could set up a UI Action visible to members of the Level 2/3 groups, "Assign Back to Service Desk" or "Incorrectly Assigned". The business rule part of that UI Action would just need to set assignment_group back to the service desk. You could then make assignment_group read-only to Level 2/3 staff with ACLs.

Hope that helps.

Jamie.

[jmoorman]

Thank you for the quick reply Jamie. We will take this advice and look to implement on our forms.