Requested functionality :
First Priority for the following ticket types :
- Request, Incident
- Second Priority for Tasks
- Third Priority for Changes and Problems
Allow the view to include fields that are common to all included ticket entities - in particular these fields :
- SLT.Next target time,
- Assignment group,
Let the view be filtered and sorted on these fields
Predefine a "MY GROUP TODO" view that automatically filters on the current user's group membership
Predefine a "MY TODO" view that automatically filters on the current user's identity
Use case :
In organisations with teams that handle both support requests and incidents, it is not obvious what ticket should be worked on next. This could be either an incident or a support request.
SMAX does not currently provide a consolidated view of both of these ticket types, which forces these teams to continuously switch between Request and Incident views.
Request fulfillment and Incident management are reactive processes that are generally subject to stringent service level targets.
Therefore, it is important to ensure timely handling of such tickets.
A single consolidated type of view would allow users to keep an eye on all assigned tickets, and always select the top one, regardless of type.