Ticket workflow based on assigning spare

  • 10 January 2023
  • 4 replies

Userlevel 2
Badge +2

In our environment, we have Librarians initiate tickets and manage inventory of spares etc.

We’re looking to create a ticket workflow that does the following:

  1. Ticket gets created for student chromebook repair
  2. Librarian issues a loaner from the spare pool
  3. Ticket gets kicked off to a Tech to repair Chromebook
  4. Ticket gets kicked back off to Librarian to return the spare pool device that was issued.

Anyone have an idea if this is possible or should we change things up?


Best answer by Reesa Azar 13 January 2023, 14:24

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4 replies

Userlevel 4
Badge +8

Hello @Mr.Dodge, Please take a look at this idea and let me know if this is similar to what you are looking for. 


Userlevel 7
Badge +14

Do you want a new ticket to be created for step 3? Once the librarian issues a loaner do you want another ticket created for the Chromebook that needs a repair and assigned to the Tech? 


Userlevel 2
Badge +2

Yeah I think the problem does fall upon how spare devices are issued.

The librarian creates the ticket on behalf of the student, but has to start the ticket to assign the loaner device. 

When the Librarian starts the ticket, it assigns the ticket to the Librarian, instead of the tech who will do the repair of the device. So the ticket doesn’t show up in the Tech’s queue.

Then the next problem is returning the device. After the tech re-assigns the ticket back to themselves, completes the work, then its the responsibility of the Librarian to complete the return of the loaner device within the ticket. 

For the return what we have going is a new status of “repaired - return pending” which triggers it to assign to a “librarian team”, so they get an email notification of an update/change that its ready to go back and return the loaner.

Not quite sure what the proper workflow would be.

I’ll look to the idea of creating a rule that triggers a sub ticket that goes to a tech and the “main” ticket stays with the Librarian. Though having two tickets for the same issue could spark issues on any reporting.

Userlevel 7
Badge +12

@Mr.Dodge Thank you for adding your feedback here on this thread. I like how you are adjusting the status of the tickets to assign them to different teams! 

Another way you could do this is with subtickets for the tech member tied to the repair. I think you are already on the right track here.