Service Team concept
Non trivial service management requires the concept for "service teams". In fact, it is central to a lot of the service management processes:
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New Issues are assigned to a service team first, and then to a team member.
This allows for a multi-team queue-like workflow: a team member will pick
the an issue from the unassigned buffer for his team.
Teams can also be organized in hierarchies.
This helps to manage common scenarios such as:
* Level 1, Level 2, Level 3 team workflows.
* Frontdesk triaging and reassignment to the corresponding specialized team.
Service Teams reuses the Sales Teams object model.
This makes it possible for a a Sales Team to also be a Service Team, and
participate in the resolution of an Issue.
An example migh be making a quotation for a replacement part, needed for the
as issues's resolution.
Blueprint information
- Status:
- Complete
- Approver:
- None
- Priority:
- Undefined
- Drafter:
- Daniel Reis
- Direction:
- Needs approval
- Assignee:
- Daniel Reis
- Definition:
- Obsolete
- Series goal:
- None
- Implementation:
- Started
- Milestone target:
- None
- Started by
- Daniel Reis
- Completed by
- Daniel Reis