trying to find out what the advantages and disadvantages of TTA or Time to auto-assign timers are in ITHD. When browsing the Internet I can see it is being used quite often, but in our environment, I don't see the value of it.
We have 6 ITHD agents supporting their local offices in different countries, there is no 2nd level support, only one experienced person who agents can escalate to.
We have time-to-autoassign feature turned on and it is set to 3 hours. What happens during this 3 hours period? Some of the agents pull out tickets from a common ticketing queue as they want. But from the requester point of view, many tickets don't get answered within 3 hours, only when the TTA expires will the ticket be assigned to the local support engineer.
I'm wondering how other people use this feature if they use it at all.
Hello everyone! We are very excited to announce some much needed changes to the issue create experience in JSM (the blue "create" button) at the top of the screen. We have just starte...
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