Requests delegated to 3rd Parties
Hi folks,
I'm looking for advice as to how to handle 3rd-party escalations for tickets.
Often, our Service Desk will need to forward a ticket to a 3rd-Party that isn't part of our Service Desk system, per se.
The immediate thought is to put the ticket into an OnHold status with a note stating as such. Would people recommend using the Schedule Status Change for the SLA response time for the 3rd-Party? Is it possible to be "alerted" when this status changes, or does it just go back into the queue.
Thanks,
Adam
I'm looking for advice as to how to handle 3rd-party escalations for tickets.
Often, our Service Desk will need to forward a ticket to a 3rd-Party that isn't part of our Service Desk system, per se.
The immediate thought is to put the ticket into an OnHold status with a note stating as such. Would people recommend using the Schedule Status Change for the SLA response time for the 3rd-Party? Is it possible to be "alerted" when this status changes, or does it just go back into the queue.
Thanks,
Adam