Master tickets with the ability to close child tickets.
I know this has been asked for before (since 2009) but I haven't seen this ability surface to the extent that is being requested as of yet - unless I'm missing something form my configuration.
My team has been using MESD now for about a year or two.
With that, there are numerous occasions where what starts off as a singular occurrence will become something that evolves to affect multiple users.
For this reason - and for trending, tracking, and analysis reasons - having the system be able to use a master/child linked ticket system is essential.
Now - this has been implemented.
But what is missing is the ability to update the child tickets with notes additions from the technicians from within the master ticket (Cascading the notes downward through the linked tickets).
Also the ability to close all linked tickets from within the master ticket (cascade close of all linked tickets associated to the master ticket).
These are features I believe should be implemented soon.
In our organisation, we can have issues that affect close to 1000 people. Figure about 300 people call in, or use the self-service portal to create a ticket, or sending an email to the dedicated helpdesk email where a ticket is auto-generated, or using Desktop Central's agent to create a ticket - it is time consuming to update each individual ticket and close them.
Regards,
Carlo
Senior Client Technology Support Analyst
Bird Construction Inc
http://www.bird.ca
http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
My team has been using MESD now for about a year or two.
With that, there are numerous occasions where what starts off as a singular occurrence will become something that evolves to affect multiple users.
For this reason - and for trending, tracking, and analysis reasons - having the system be able to use a master/child linked ticket system is essential.
Now - this has been implemented.
But what is missing is the ability to update the child tickets with notes additions from the technicians from within the master ticket (Cascading the notes downward through the linked tickets).
Also the ability to close all linked tickets from within the master ticket (cascade close of all linked tickets associated to the master ticket).
These are features I believe should be implemented soon.
In our organisation, we can have issues that affect close to 1000 people. Figure about 300 people call in, or use the self-service portal to create a ticket, or sending an email to the dedicated helpdesk email where a ticket is auto-generated, or using Desktop Central's agent to create a ticket - it is time consuming to update each individual ticket and close them.
Regards,
Carlo
Senior Client Technology Support Analyst
Bird Construction Inc
http://www.bird.ca
http://ca.linkedin.com/pub/carlo-piva/31/267/a5b