Business rules for technicians in teams/groups
Im trying to sort out a workaround so that two teams (groups) can easily view their requests for their particular team. (ie one team member can see all that is currently assigned to their team members)
Currently I have set the system up so that the 'category' relates to a team (eg; field values are Team1, Team2) Reason for this set up is that when a request is assigned from a queue to a technician, you can no longer see what queue(team) it belongs to. So my theory was by making the category relate to the team you should easily be able see which team is responsible through reporting and/or sorting on the category field.
Only problem is when one team assigns this to another team, the category is no longer correct (as there is now a new team responsible for the request). Is it possible to set up a rule that states whenever the technician is changed, then change the 'category' to the correct value for that technician? (eg if Team 1 assigns request to Fred (the Technician who is in Team2), change the 'category' value from Team 1 to Team 2)
Not sure if I have explained this very well, so please let me know if you need further information on what I am trying to achieve or if you could advise a much better workaround that could achieve the same thing that too would be great.
Thanks and look forward to hearing from you soon.
Currently I have set the system up so that the 'category' relates to a team (eg; field values are Team1, Team2) Reason for this set up is that when a request is assigned from a queue to a technician, you can no longer see what queue(team) it belongs to. So my theory was by making the category relate to the team you should easily be able see which team is responsible through reporting and/or sorting on the category field.
Only problem is when one team assigns this to another team, the category is no longer correct (as there is now a new team responsible for the request). Is it possible to set up a rule that states whenever the technician is changed, then change the 'category' to the correct value for that technician? (eg if Team 1 assigns request to Fred (the Technician who is in Team2), change the 'category' value from Team 1 to Team 2)
Not sure if I have explained this very well, so please let me know if you need further information on what I am trying to achieve or if you could advise a much better workaround that could achieve the same thing that too would be great.
Thanks and look forward to hearing from you soon.
