How to assign multi tech to same ticket

[cpatel]

I am trying to create a process where users can submit an incident report which should go to entire service desk team - rather one person.  Unless I add techs manually on Shared With filed, ONLY one IT person gets the ticket in queue.  Others do not get notification via email nor see the ticket in queue.  How do I setup such way when users submit an incident ticket, all my techs should be able to see the new ticket in their queue and receive notification on their email.

Thank you,

Chirag Patel

[cpatel · Accepted solution]

This has been resolved by creating a group and adding my team to that group.

Thank you,

[Jack Brickey · Accepted solution]

A couple of thoughts here. What I do is I create a triage queue where any new issue coming in is unassigned. My agents are instructed to keep the triage queue empty. So they all collectively watch this one queue along with her own individual queues. Another option would be to have any new ticket inning up in everyone's queue. If you identify new issues as unassigned then it's a simple matter to include any unassigned issue in each of the agents queue.

for example -

my queue ...assignee = me or assignee is empty

your queue...assignee = you or assignee is empty

[cpatel]

Thank you for your quick reply.  Like I said, I can do that manually, however, I prefer to have this done automatically.  Can we create a group IE: SDTeam (Service Desk Team) and in that group I add 5 users - now instated of Shared With having one tech name, can we have the SDTeam group as user under Shared With field and within that group 5 techs I have would get an email / notification. Is that doable?

Thank you.

[Jack Brickey]

For sure you can create a group and you can add those members to it. I am not following you on the "shared with". Where are you saying this in the context of agents? Shared with makes sense if you're talking about on the portal for customers. Maybe there's some custom field you're using? Typically if you're gonna share an issue with another agent then you're using the watch feature.

You mention email/notifications Whereas before you were talking about queues. I'm struggling to understand exactly what you were in goal is here. Note if you want all of your agents to receive an email notification when an issue is created and that is a simple matter of ensuring that your agents are in the service desk team role and you have notifications or create issue set up for that role. I expect I'm missing the point here hereI'm struggling to understand exactly what you were in goal is here. Note if you want all of your agents to receive an email notification when an issue is created and that is a simple matter of ensuring that your agents are in the service desk team role and you have notifications or create issues set up for that role. I expect I'm missing the point here and I apologize but I can't quite wrap my head around it just yet.

[cpatel]

So what I want to achieve is Under Shared with, I should have list of techs -  not just me.  My techs are listed under SDTC (Service Desk Technical) line.  I want ALL of those techs listed under Shared With for each and every incident - regardless who creates incident.  Hope this makes sense.