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Pinging other staff members

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suggested by Edward D
2

Currently you can have an assignee and a department for a given ticket, but I'd like to see some additional options here to involve other staff members in a ticket without assigning it to them.
 
This way I can remain as the ticket assignee whilst pulling other staff into the ticket in order to give their input or complete specific actions and they don't have to remember to assign the ticket back to me.
 
This also means that you can then be working on several different things with more than one member of staff in the same ticket at the same time without them having to be in the same department.
 
A supplier of ours used to have this sort of functionality in their ticketing system (Request Tracker, but I'm not sure if it was a custom extension) and it was great for getting specific people to do individual tasks as needed. A nice part of their system was that you could "ping" members of staff if you wanted to check for an update etc. and they would get a notification plus it would be logged in the ticket.
 
To make the workflow involved with this as smooth and fast as possible, I'd love to see this combined with: https://community.atechmedia.com/topic/136-markup-in-tickets/ so that I can use whatever special markup in a reply to add/remove/ping members of staff.

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Comments (3)

  • Perhaps this could be linked (optionally?) to a more powerful version of the Checklist, so that other members of staff could be called into play for an item or items on the Checklist.
     
    In other words, each item on a Checklist could be allocated to a different member of staff, the default being the ticket assignee.
     
    In the case of an ordered Checklist, when an item is marked complete the ticket would be allocated to whoever is required to complete the next item on the list.
     
    For an unordered Checklist, things are not so clear. Perhaps the ticket assignee could have a mechanism that allows them to choose the item which should be completed next, which would then be allocated to the member of staff who is listed against that item. When the item is marked complete, the ticket would go back to the original ticket assignee.
     
    It makes sense, as Edward suggested, that the original assignment of the ticket remains true while such a Checklist is in force (unless the ticket is re-assigned). Hence, I've used the term allocated above to mean temporary re-assignment. Each Checklist item would have an "Allocated to" option.
     
    So, for an ordered Checklist, allocation of the next item is automatic.
     
    For an unordered Checklist, the assignee would have a mechanism (another tick box?) to choose the next item to be allocated. I suppose there may be a case for the allocated person to choose the next item to be allocated.

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • Perhaps this could be linked (optionally?) to a more powerful version of the Checklist, so that other members of staff could be called into play for an item or items on the Checklist.
     
    In other words, each item on a Checklist could be allocated to a different member of staff, the default being the ticket assignee.
     
    In the case of an ordered Checklist, when an item is marked complete the ticket would be allocated to whoever is required to complete the next item on the list.
     
    For an unordered Checklist, things are not so clear. Perhaps the ticket assignee could have a mechanism that allows them to choose the item which should be completed next, which would then be allocated to the member of staff who is listed against that item. When the item is marked complete, the ticket would go back to the original ticket assignee.
     
    It makes sense, as Edward suggested, that the original assignment of the ticket remains true while such a Checklist is in force (unless the ticket is re-assigned). Hence, I've used the term allocated above to mean temporary re-assignment. Each Checklist item would have an "Allocated to" option.
     
    So, for an ordered Checklist, allocation of the next item is automatic.
     
    For an unordered Checklist, the assignee would have a mechanism (another tick box?) to choose the next item to be allocated. I suppose there may be a case for the allocated person to choose the next item to be allocated.
     
    With an unordered checklist you are essentially saying that it doesn't matter what order the items are completed in - i.e. they aren't dependant upon each other and so can be progressed simultaneously, so it should make sense to be able to allocate out multiple items on an unordered checklist at the same time (unless I have completely misunderstood).

    43535555a26ae0a9aacc5c6af1d79794?rating=pg&size=52&default=mm
    posted by Edward D
  • I agree that multiple items in an unordered set could be allocated out at the same time to one or more staff members.
    In fact, I suppose all the items can be allocated simultaneously at the discretion of the ticket assignee.
     
    There can also be more complex relationships between the items required to complete a task.
    Progress on the task may even depend on responses from the ticket's contact.
     
    However, we would then be getting into the realms of gantt charts and similar project scheduling tools!
    Perhaps that's a step too far?

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G

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