Ticket Scenario Question

Question

We are looking for a way to provision user accounts with one ticket, in which multiple agents perform portions of user account provisioning.

For instance, one person creates the initial account, another person creates an account in the student infromation system, another person creates an account in the papercut software for printing, another person creates the users phone extension/voicemail ,etc.

Is there a way for multiple agents to work from the same ticket? Or a way for a ticket to move on to the next agent in the workflow of account provisioning? Hope this question makes sense.

Scott-CCS · Accepted Answer

We use the Advanced Ticketing app to create sub-tasks for this exact purpose.

When the new user comes in the ticket is created, we have a rule set up to add the necessary sub-tasks automatically when the ticket is created and then each agent checks off the sub-task when they complete them

BLG6 · Answer

Thanks @Scott-CCS. We will look into implementing that.

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