Service Desk Best Practices: Current Assigned Analyst

on November 25, 2013 NAI Blog with 0 comments

Current Assigned Analyst is important in terms of reporting, but is less important in terms of having any ticket completed. It is relatively simple to query all active tickets without regard for the current assigned analyst. However for management purposes, having a relationship between a ticket and an analyst is important. Therefore is may be valuable to make the current assigned analyst field required and having the assignment action available early in each process. Alternatively the current assignee field can be populated with the analyst creating or updating (for self-service tickets) the ticket.

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