Using Groups vs. Technicians for Notifications?
Okay here is our scenario. We have a department of about 15 with a number of intern's so there is always turn over in the desktop support teams. What we have been trying to do is use Groups instead of the Technicians field on the ticket submission template to make it easier for our users to submit a ticket and ensure it gets to the appropriate party (since they dont necessarily know what user a ticket should be assigned to). We are also trying to get away from having to have the desktop team assign tickets to different groups. We have replaced the category drop down with the Group as well and named our groups self-explanitory terms like the category could be used for (desktop, software, printer, new user, user move, vm setup, phone, etc).
The problem I am finding though, is that when setting up the Group's notification option, I am forced to select a technician. The problem with this is the turn over rate of intern's coming and going from different groups constantly. So this means these groups have to be modified all the time. It makes it an administrative burden.
The problem I am finding though, is that when setting up the Group's notification option, I am forced to select a technician. The problem with this is the turn over rate of intern's coming and going from different groups constantly. So this means these groups have to be modified all the time. It makes it an administrative burden.
So what Im hoping is that there is a way to tie the group membership to AD group accounts or some other more static group by nature vs. having to add individual technicians to the group. I realize we could use group accounts as technicians but that than takes away from our available technician count and does not allow us to assign tickets to specific individuals. We have a 15 technician limit. We need I would say another 10 groups minimum so that is a lot of additional technician licenses.
How are others handling this scenario?
How are others handling this scenario?