Escalating a call
currently the way service desk does this is to add a task and assign this to another person, the problem we have is we cant run reports on these tasks to see what the technician has done, i thnk the correct way for this is to have it create a new reuest that is linked back to the original call, i believe this is a major feature that needs to be done as well have call that one person needs to control and be responsible for but same time needs to allocate part of that request of to another person, thanks
Ryan
Ryan