Notify another assignment group when a customer "requests" an update for a subject ticket

[walter wear]

I have a requirement that non-fulfiller users be able to "escalate" an Incident or Req Item to the Help Desk. This subject record may or may not be assigned to the Help Desk. They want to avoid any new Incidents or RITMs being assigned to the Help Desk (cost) and they don't want the subject record to be reassigned to the Help Desk automatically.

The thinking is we create a catalog item where users can select the record number of the subject record on submission a Work Note is added to the Subject Record and the Help Desk receives an interaction with the subject record in the description. From there a human process kicks in.

There must be a more elegant way to achieve this. I welcome any thoughts and suggestions. Thank you!

[ShubhamGarg · Accepted solution]

Hello @walter wear ,

After reading your problem statement, I could think of two ways to achieve this -

1. Record producer to select given subject record and then submission will lead to creation of interaction record to Help desk to notify the escalation. There are some disadvantages with this way -

a) It will increase Manageability. Meaning that earlier help desk may be working on one table record, now they will have to take action on subject record plus interaction record.

b) To select a subject record on intake at record producer, we will have to ensure that only customer specific record is allowed to select, not all records or records for other customers).

c) We will have to ensure escalation can only created only after certain interval of time . e.g SLA breach, incident resolution, etc. Customer should not be able to create a escalation right after creation of incident. This is where this approach won't be effective.

2. Better approach - Define a UI action (button) on subject table records. What can happen in this case -

a) we will show the button only when SLA breach, incident resolution kind of a state is reached for incident. On click on this button, comments can be updated and state can be changed. Help desk will automatically get to know that incident is still active.

b) We will also limit the visibility of button to limited set of customer (basis on roles or group membership).

c) This will also help to reach manageability. Help desk need not to take action on two records.

Hope it helps.

If my response helps you in any way, kindly mark it as Accepted Solution/Helpful and help in closing this thread.

Regards,

Shubham