Hi Becky,
I was a lone voice in this conversation, so in the after some research I put it up myself. Absotely happy to share it with you.
Our case was - we are running a private cloud with 24/7 coverage and we needed to handover incidents (mainly P1-P3s), so that the work over open issues does not stop. For the work transfer itself, we agreed on having so called "handover calls", which take place at each end of the workday for the passing side (respectively start of workday for the receiving side).
Technically, here's what I did to capture all this in the tool.
First, I created a Homepage dedicated to the Handover - it's selectable, as the idea is during the handover calls the engineers to look at this page and discuss/update records there. This guarantees that the passing and receiving side are an the same page with the work. We used to have the issue of things not being taken on time by the receiving side, so now the agreement is that the actual handing over happens DURING the call, by interacting with the Handover homepage content - after agreement over the phone, the receiving engineer just clicks on an incident and reassigns it to him/herself. I designed the homepage to include various things like: a queue with the incidents which are marked for handover, report for current open incidents, change calendar, comments log, ets. Here is how it looks like:
And second, I added to the incident form a checkbox field , called "Needs Handover" - the idea is that when an engineer works over an incident, before the end of his shift and the handover call, he can mark incidents for handover if he wishes. As soon as he does that, the incident is automatically added to the Queue in the Handover homepage, which I mentioned above. This way whenever someone opens the Handover homepage, they will see what is pending handover.
Of course, it took some training and guidance around starting to use it, but we have been running this for several months now and it works great for us, as it gives us a centralized venue of where handover happens. Also we guarantee that the incidents are being handed over in agreement and on time. And it's good for keeping history record.
That's in short:) Let me know if I can help you more on this.
Cheers!
Dimitar
