Ticket workflow based on assigning spare

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.