We have an issue task flow where an agent reports an issue coming from the customer and it then gets assigned to an engineer. After the engineer has determined the source of the problem and resolved the issue, we reassign the isse back to the reporter so they can verify that the problems are no longer an issue. We reassign the issue to temporarily track ownership, but once the issue has been verified as resolved, we then need to go back and reassign the "Done" issue to the engineer that solved the issue so we can track velocity.
How could we approach this issue in a way that requires less time spent in reassignment while providing accountability to the reporter to verify that the issue has, in fact, been solved?
I would suggest having only one assignee and that is the Engineer solving the problem. The reporter will be always tracked as the Reporter of the issue. To track the ownership (who has to do something on the issue) I suggest using the statuses.
For example: if the issue is on status 'Investigating', then it will show on an Engineer filter like "assignee = currentUser() and status = Investigating". Once the problem is fixed the engineer transitions the issue to the status 'Verifying' and then the ownership passes to the Reporter and he will see the issues that needs to be worked on by a filter such as: "reporter = currentUser() and status = Verifying". If it wasn't resolved, he transitions the issue back to 'Investigating' and if it is resolved, he transitions the issue to status 'Done'. Then it may also go back to the Engineer to make final notes or simply be informed that he fixed the problem and be closed.
Does that make sense?
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