Assigning tickets to external resolvers

neil lewis_ywc76c

If we receive a ticket that we are unable to resolve we would need to assign it to a resolver.  we would want to keep track of the ticket and close it down once they have resolved the issue.  I am guessing we would use subtasks for this?.  

 

My second question is would we need to buy an agent license? just so we can assign the subtask to someone so we could report on the subtask SLA performance.  this agent would never log into the system. only reply via email to the created sub ticket.

Other systems I have reviewed allow you to assign tickets to suppliers without paying for an agent licence.   

 

would appreciate it if someone could point me in the right direction.  

 

 

Jack Brickey

@neil lewis, welcome to the Community. I assume these external resolvers you mean they cannot be provided access to your JSD? That is, you can't simply invite them to the team for the project and give them agent access? If they could be added as an agent then you would simply reassign. If this is not the case then my question is, what means will they use to track their issues? Do they have some other ticketing system? My recommendation will depend on understanding your situation better. 

One initial thought would be as follows:

• create a 'supplier' Organization so they are Customers (free licenses)
• when external resolution required create a linked issue to the original and set the reporter to the supplier-user. Use the "Raise a request" link for this. Both issues remain assigned to your internal agent.
• (optional) set up automation to automatically resolve the original issue when the linked issue resolves.