Do we really need to know who owner the interaction ticket?

An open discussion on issues related directly or primarily to the service or help desk.
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Posts: 1
Joined: Thu Jun 02, 2011 8:00 pm

Fri Jun 03, 2011 2:42 am

As I know, Service Desk Agent job is to escalate the interaction ticket out to 2nd level support team.

And the tools that we are implemtenting, for the Service Desk module.
It do not have a field to indicate who are the service desk agent that going to working on the interaction ticket. because if the request can be solve immediate after the SDA solve it will be close. and the system design in such way that before the interation esclate the save button wont appear. Until the interaction escalate to 2nd level, the status change to "Open-linked".

Question do we need a indicator field on the interaction ticket UI , to know who is the SDA that going to work in the interaction ticket.

need input from you guys, thanks

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ITIL Expert
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Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Sat Jun 04, 2011 6:48 am

Only if you want to have a record of which agent did the work.

But why would you not want to know?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Posts: 6
Joined: Sat Mar 19, 2011 8:00 pm
Location: Makati, Philippines

Sun Jun 12, 2011 7:20 am

when a case goes bad and management wants post mortem... they would want to get all the details regarding the case.. from start to finish.. insluding all who agents who handled the case..
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