So in our deployment process of new hardware to our users, the request we create will often change hands 3 or 4 times. This always ends with the last technician that installs the new hardware resolving the ticket. Because of this though, the workload starts to look like it all falls on one person (the one that resolves the request). 

Our current workflow is this:

Technician 1 - Receives the equipment, Adds to inventory, Adds our asset labels, Creates the request for Building/Staging/Installation of the new hardware

Technician 2 - Grabs the hardware once Tech 1 has completed their work, Images it and installs all required software, Stages it for installation

Technician 3 - Grabs the staged hardware that is now ready for installation and installs it

Right now Technician 3 is the one resolving each request, so all the work Tech 1/Tech 2 do is not really reflected anywhere. 

What we would like to see is Tech 1 creates the request like they've been doing. But once they are done they can resolve it, but that will trigger another request being opened for Tech 2 with all the same information in the request. And once Tech 2 is done with their portion, they resolve it and it triggers yet another request for Tech 3 with all the same information. 

This will allow for each Tech getting credit for work completed. We've tried using Tasks before. However this didn't quite work due to the amount of hardware installs we do. Plus it means doing a separate report on task as well as finished request when we need to see workloads.