Spiceworks Tech Chat

[penfold]

Is it possible to be able to ask a question to another user of spiceworks without having to assign the job to them. Basically what I want to avoid is having to assign a job to another member of the team for them to do something and pass it back. What I want to avoid is "ticket tennis" while the problem is being worked on where a number of things may be discussed between 2 members on Spiceworks, but all the user will see is the ticket being passed between 2 people with no feedback that the problem is being worked on.

 

The only way I cant think of is to mute the ticket while it is being passed back and forth and then un-mute it when it has been resolved, but I can see that it could get forgotten about and then the user would get no notifications at all.

[halbaradkenafin]

There is the Internal Note option which doesn't get sent to the user. I've used that before to log more technical information about the ticket that the end user didn't need to know but I wanted to record.

[Sylv3r]

We don't use Spiceworks but we use the internal notes part of our helpdesk and it works well internally amongst IT staff.

[penfold]

I do use the note field, but unless I'm missing something when the ticket gets assigned to someone else the user is notified? Meaning even if you update the notes field when you assign the job to another person the end user gets notification that it has been re-assigned?

 

Edit: I've just tried it and the user does get notified when the job is assigned. This has been set-up so the user gets to see that their job has been assigned to someone and not just left in an unassigned queue. There only seems to be 1 setting so while we want this for the initial request, it means that the user will be notified every time the job passes between 2 people. If the notes field are the only field being updated this will mean the user will only see their job bouncing between 2 people with no update on the job.

Edited May 5, 2015 by penfold