FEATURE REQ: Business Rules with relational decisions made
The problem: We have users who are located in offices around the world. There are techs in many of those locations. They would like to be notified/assigned a ticket when a user from their site submits a ticket.
Analysis:
- There doesn't appear to be a way to refer to a user's location on an individual basis.
You can have someone in a department that has a location mentioned in it, but that's rather tedious to set up, as departments span locations.
There's no way to determine a department of a person from an email without FORCING users to put one in their subject line, or make each site's users send mail to an alias address tied to the servicedesk account. (this leads to the next bullet point)
- There doesn't seem to be any business rule processing based on a relational factor, only on what is immediately seen in the request (different when submitted by email or by web page)
When a ticket is submitted by email, only the From, Subject and Body are available for viewing. From is not easily changed in email. Subject is a pain to remember to change and match a format they don't often remember. Body would be nice to put this into, but it again is user-dependent overhead.
When a ticket is submitted by web entry, the direct values available in fields are the ones that can be filtered against. There are no decisions made on some value attributed to a user outside of their name or dept.
Solution being suggested:
- Provide a field in the User's information (My Details) called Location. This would establish a 1:1 relationship - Where THEY are at.
- Allow for a business rule to process incoming requests (web or email) that looks at the email for the person who is sending the request, and if found in the system, looks up the location, and THEN make a decision based upon the Location found in the user's profile.
This would allow the following:
- Automatically route tickets to the LOCAL technician based upon the proximity to the submitting person.
- If doing helpdesk for several companies, have the ticket automatically routed to THAT company's technician or liason/specialist. (Instead of location, you might have the company name in the location field.)
- If operating as a clearinghouse for independent or traveling technicians, allow for such decision making to route to the technician and generate a text message to go to their phone.
So, what do others think? Can this be an enhancement feature you can use?
AdventNet developers... I think this would be VALUABLE addition to your software!
Justin
Analysis:
- There doesn't appear to be a way to refer to a user's location on an individual basis.
You can have someone in a department that has a location mentioned in it, but that's rather tedious to set up, as departments span locations.
There's no way to determine a department of a person from an email without FORCING users to put one in their subject line, or make each site's users send mail to an alias address tied to the servicedesk account. (this leads to the next bullet point)
- There doesn't seem to be any business rule processing based on a relational factor, only on what is immediately seen in the request (different when submitted by email or by web page)
When a ticket is submitted by email, only the From, Subject and Body are available for viewing. From is not easily changed in email. Subject is a pain to remember to change and match a format they don't often remember. Body would be nice to put this into, but it again is user-dependent overhead.
When a ticket is submitted by web entry, the direct values available in fields are the ones that can be filtered against. There are no decisions made on some value attributed to a user outside of their name or dept.
Solution being suggested:
- Provide a field in the User's information (My Details) called Location. This would establish a 1:1 relationship - Where THEY are at.
- Allow for a business rule to process incoming requests (web or email) that looks at the email for the person who is sending the request, and if found in the system, looks up the location, and THEN make a decision based upon the Location found in the user's profile.
This would allow the following:
- Automatically route tickets to the LOCAL technician based upon the proximity to the submitting person.
- If doing helpdesk for several companies, have the ticket automatically routed to THAT company's technician or liason/specialist. (Instead of location, you might have the company name in the location field.)
- If operating as a clearinghouse for independent or traveling technicians, allow for such decision making to route to the technician and generate a text message to go to their phone.
So, what do others think? Can this be an enhancement feature you can use?
AdventNet developers... I think this would be VALUABLE addition to your software!
Justin
