Hi Users,

We are planning to implement a feature for technician to mark the ticket he/she is currently working on. Other technicians / Co-ordinators can know whether any technician is working on the ticket from list view / request details page. Multiple technicians can work on the ticket and can mark as started by clicking 'Start' Link.  Work log can also be added automatically on clicking the 'Stop' link. 

Option will be provided in 'Actions' menu of Request list view and details page to mark the ticker as 'Start' . On clicking the link, dialog will be opened. Technician can add comments in the dialog. In list view icon will be show if technician has started working on the ticket. On clicking the icon, technicians currently working on ticket will be shown. 

Once technician has finished working on the ticket, they can execute the 'Stop' link. On execution, 'Do you want to add Worklog?' option will be shown. On choosing 'Yes' ,  work log will be added with the the time technician has executed the 'Start' and 'Stop' link and description as comment added in 'Start' link .

These are the scenarios which we have seen so far. If there is any other scenario / use case please let us know. Your inputs would be valuable in building this feature.

Regards,

Padmakumar,

ServiceDesk Plus Development Team.

ps : At times there may be a 'High' priority request assigned to a technician, but not yet started (due to some other priority activity).  In this case co-ordinator can reassign the request to other technician.