Asking another technician to perform a job in a request.
Hi,
Have this issue I'm having trouble getting my head around.
Scenario:
1) A request comes in, automatically placed into a technician Group using business rules dependent on Category/Sub-Categories etc.
2) Request gets picked up by technician in group who completes part of the request but requires assistance from a technician with expertise in another area before he can finish off the remaining work and close the request. N/B: The 2nd technician is not a member of the technician group assigned to the request.
There may be more than one way to do this but I want to know what is the best and recommended way from a reporting perspective and to keep all of the history of what happened with the request intact without changing the technician and group mainly responsible for the request in the first place if this possible.
Certainly interested to hear also how others use SD+ in these situations.
Cheers,
Wayde
Have this issue I'm having trouble getting my head around.
Scenario:
1) A request comes in, automatically placed into a technician Group using business rules dependent on Category/Sub-Categories etc.
2) Request gets picked up by technician in group who completes part of the request but requires assistance from a technician with expertise in another area before he can finish off the remaining work and close the request. N/B: The 2nd technician is not a member of the technician group assigned to the request.
There may be more than one way to do this but I want to know what is the best and recommended way from a reporting perspective and to keep all of the history of what happened with the request intact without changing the technician and group mainly responsible for the request in the first place if this possible.
Certainly interested to hear also how others use SD+ in these situations.
Cheers,
Wayde