we have multiple departments who will be dealing with tickets; IT, Maintenance and Electrical.
When a case is being opened, there is a dropdown list to select which deparment the ticket is for but each department has multiple users so I want each dept to be able to take tickets when they can using the self-service portal.
What I planned to do was to create a group account with a group-email addrss for each dept so that each member of that group received the case creation email.
e.g ticket is created, IT is selected as the dept and ticket is saved. Ticket automatically assigned to 'IT Group' and email sent to the general IT group email. Once a user from the IT group claims the ticket, the 'Assigned to' field should update to that user.
What happens is that the 'Assigned to' field remains as 'IT Group'
In my attached example, I am only working on the logic for the IT team. the other two can be ignored for now.
What is missing here is the description of how you would like to claim the case.
Possible solution:
1. Add a checkbox to cases calles "claim". and add it to the list view:
Set up a short adv. Workflow that checks for the claim field to be changed like this:
Start event:
Action item:
Now have a look for all unclaimed cases on cases module list view using your personal filter and if you want to claim a ticket just tick the checkbox.
Not that beautiful because you need to enter the inline edit mode first but a bit easier than entering edit mode, search and select your user name and save.
As soon as you tick the checkbox and save the record it is yours :-)
You can also activate "Enable edit in Preview pane" in system settings and tick the box in preview
Hope that helps!
Björn Canales Pfisterer
Technical Support Manager
provalida GmbH