incident

Hi.

An incident can be acknowledged by a single agent.

That's the standard behavior.

You would need to create custom fields and logic in order to have a more detailed scheme if you need it.

Best,

thanks for the feedback ​@eeha0120 . I have identified as a major incident manager that agents are routing tickets to another group prior to ack the incident, documenting and than routing over with a warm transfer to another group. 

Hi.

Thanks for elaborating your use case.

I believe using Business Rules may help here: If this is an Incident or Major Incident, you may lock the group / agent fields, leaving them open only for managers or selected users.

As a matter of fact, I detected the same for my team, so, I already did this and locked these fields. In my case it was for L1 team manually routing to L2 with no documentation or acknowledging at all. I believe the same logic would apply for you.

Best,

Elvis

Yes, in most incident management tools the initially assigned group or agent can acknowledge and add notes before the incident is reassigned. As long as the system tracks assignment history and comments, you should be able to see who first acknowledged it and what was documented prior to routing it to another queue.

thanks ​@eeha0120 . i have scheduled a call with our Dev team to further review. Just that I notice that pattern on all incidents, meaning no specific priority. Just that support groups are routing tickets to other groups without no Acknowledgment, no documentation as to why they are rerouting it and ticket continues to be in Open status.