Understanding Multiple Ticket Assignee Team

Multiple ticket assignee team is a feature that lets you send more than one technician to do service calls. Each technician gets a unique ticket that is only for them. 

 

Settings 

Enable Team Assignment Feature

Create a Team

Navigate to the left menu > Settings.

Click on Masters.

Under the Masters, click on the Human Resources icon. Under HR, click on the Team icon.

Now, click on the + icon on the top right corner of the screen. A pop will appear.

Enter the fields: Team Group Name, Team Description, and Employee Name. 

Save and Exit.

Note: You can only add up to 5 people to a team at a time. 

You can only select active employees. 

 

Logging a Service Ticket

Go to Quick Add and click on the Service Ticket.

A new service ticket form will open.

Under the Requester type, type the name of the customer who called.

Note: Selecting a customer will show a dropdown. Once you select it, all the devices in the main branch will be shown in the contract. 

 

Select Coordinator and Assignee

Assignee: If you add the name of the employee who is not in any team. The Team Group Name Field will not display any teams. 

Note: When you select an employee who is a member of a team, the team’s name appears in the Team Group Name Field. 

 

Fill in all the mandatory fields.

Select the problem and Priority matrix. Enter the Reporting Tags

Add any special instructions if needed.

Click Save.

Once saved, a service ticket number will be created. 

Note: For every three employees you add to a team, three individual tickets will be generated. 

For service tickets, the Assignee Ticket is the main (or parent) ticket, and the other two are sub-tickets. To close the ticket, we need to close the sub-tickets first, then the main ticket.