We currently have a customisation to do exactly this. Whilst I'd prefer to see it added to the main code branch Professional Services can help with a solution in the interim so please do speak with your account manager.
Fair enough to have this as an option, but how it works currently would be the preferred option. If you forward a ticket to someone, who happens to not be around, then you have lost visibility of that incident. Not good from the customers perspective.
Seconded - Having the call forwarded to another team should have the recipient listed as the 'Current Group' immediately, otherwise you end up with (for example) the Service Centre forwarding jobs to Tier 2 and having them count against their own 'Open/Unresolved' statistics, even though other teams have not yet picked them up.
This feature has been added to the main product in 10.3
We currently have a customisation to do exactly this. Whilst I'd prefer to see it added to the main code branch Professional Services can help with a solution in the interim so please do speak with your account manager.
Fair enough to have this as an option, but how it works currently would be the preferred option. If you forward a ticket to someone, who happens to not be around, then you have lost visibility of that incident. Not good from the customers perspective.
Seconded - Having the call forwarded to another team should have the recipient listed as the 'Current Group' immediately, otherwise you end up with (for example) the Service Centre forwarding jobs to Tier 2 and having them count against their own 'Open/Unresolved' statistics, even though other teams have not yet picked them up.