Hello everyone. I was looking through the forum with tips on implementing scenario similar to mine and only found few messages back from 2005 that maybe already not so relevant.
Here is the idea.
Company has several teams: Team A (Bob and Any), Team B (Sarah and Helen) and so on. All team members can initiate tickets towards 1st line support (John and Michael). 1st line support can initiate tickets to themselves, too. 1st line support should have one common queue for all incoming tickets and see from what team tickets are requested. 1st line support has one SLA for all incoming tickets (Response and Recovery times). Requestor team members should see and have actions only for the tickets that belongs to their teams.
| Ticket | Requestor | Visibility from requestor team side | Visibility from 1st line support (Resolver team) | Queue | SLA |
|---|---|---|---|---|---|
| 1 | Bob | Bob, Any | John, Michael | 1st_Line | SLA_1st_Line |
| 2 | Sarah | Sarah, Helen | John, Michael | 1st_Line | SLA_1st_Line |
| 3 | Any | Bob, Any | John, Michael | 1st_Line | SLA_1st_Line |
| 4 | John | John, Michael | John, Michael | 1st_Line | SLA_1st_Line |
If 1st line support can resolve the ticket, then everything is Ok and no further actions required. But, for the cases when additional support is required 1st line support can initiate additional tickets to 2nd line support (David and Julia, working is the same company) or to different subcontractors (3rd parties): Company X (Conrad and Jessy), Company Y (Alex and Andreas).
For the newly created tickets 1st line support should play the role of requestor, and selected team/ subcontractor – resolver’s role. Each selected team/subcontractor have it’s own queue and SLA.
| Initial ticket | Ticket | Requestor | Visibility from requestor team side (1st line support) | Visibility from Resolver team | Queue | SLA |
|---|---|---|---|---|---|---|
| 1 | 4 | John | John, Michael | David, Julia (2nd line support) | 2nd_Line | SLA_2nd_Line |
| 3 | 5 | John | John, Michael | Conrad, Jessy (Company X) | Company_X | SLA_Company_X |
| 3 | 6 | Michael | John, Michael | Alex, Andreas (Company Y) | Company_Y | SLA_Company_Y |
| 4 | 7 | John | John, Michael | Alex, Andreas (Company Y) | Company_Y | SLA_Company_Y |
Original ticket for 1st line support and ticket for corresponding team/subcontractor should be linked as Parent-Child. One Parent can have many Child tickets.
Requestor and Resolver should have their separate list of actions on the ticket depending on the ticket status.
Requestor create new ticket, confirm (Close ticket) or reject (return for work) the resolution, provide feedback for request for additional info, confirm or reject request for hold.
Resolver accept new tickets, send requests for additional info and for hold, provide resolution.
What is the best way to implement such logic in the tool, if it is possible at all?