cfernandes Absent Member.
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Avoid confusion of multiple service desk agents working on Interaction

Hello All,

 

we have newly started working on Inetractions as service desk agents.

we have a standard view "My groups's recorded interactions" to show all the Interactions which are recorded by my team.

 

As interaction does not have the fied "Assignee's SESAME Identifier" as we have it in Incident, its really challenging for us to know exactly who is the agent working on the particular interaction.

 

the interactions are registered using mail to SM feature because of which the opened by field is populated by standard name "CIT-SM". hence we cannot even use this field to distinguish between  the agents.

 

is there any option/ field in interaction which enables us come to know who is working on current interaction so that avoid working on same interaction?

 

Thank you for your help,

Cfernandes

 

 

 

 

 

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Absent Member.. John Stagaman Absent Member..
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Re: Avoid confusion of multiple service desk agents working on Interaction

owner.name could be exposed on the interaction form to function as an assignee.name field, or you could add a new field.

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Piku Absent Member.
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Re: Avoid confusion of multiple service desk agents working on Interaction

Hi,

There is no such field since ITIL process doesnot says to assign Interaction to any agent, it must be closed or escalated only.

So as John suggested you have to add new field for same on form.

hth,
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cfernandes Absent Member.
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Re: Avoid confusion of multiple service desk agents working on Interaction

Hello,

 

Thank you for your reply.

 

Thanks,

Cfernandes

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