Assign "Problems" to groups
Our 1st line group handle all "requests". 2nd or 3rd line groups deal with "problems" and "changes". The s/w does not allow a tech to assign problems to a 2nd/3rd line group but forces them to choose a single technician. For a medium-large organisation using this s/w, this seems like a glaring omission. How is each tech expected to know which tech to assign a problem to?
Consequently, one cannot filter problems by group, so the ability to effectively monitor each groups workload is greatly reduced.
Consequently, one cannot filter problems by group, so the ability to effectively monitor each groups workload is greatly reduced.