I am looking for clarification on the below scenario.
Should we assign the child ticket to the same resolver group where the parent ticket is assigned? Or should we keep the ticket with the service desk?
I assume that there are scenarios when this needs to be judged on specifics of the organization you are working for.
The reason of my questions is, we have tickets related to a parent and the resolver groups are not resolving the tickets though the service of the parent is restored. As a result we are forced to follow-up with the groups and user for updates. As per the contractual agreement we are allowed to auto resolve child tickets when the parent is resolved.
Any assistance is greatly appreciated.
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An open discussion on issues related directly or primarily to the service or help desk.
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