Hello - we have been making heavy use of the On-Call notifications for high and urgent tickets. This has been working great - my agents are notified when a high or urgent priority ticket is created - however, I noticed one short-coming that I think can be improved upon.
When a ticket is acknowledged by the agent, it stops calling/texting -- this behavior is to be expected. However, once the issue is worked and the ticket is sent to another group to have notes added to it, the “First Acknowledged by” field gets reset. There’s a couple of problems with this approach that I see:
- It skews reporting of people who acknowledge High and Urgent incidents. The person that initially acknowledged the ticket is no longer credited with doing so
- When the ticket is assigned to a different group/person, since the “First acknowledged by” field is reset, it begins calling the group for which the ticket was assigned.
If the “First Acknowledged by” remained, we wouldn’t have the issue when the ticket is assigned to another group where FreshService begins to call/text us.
If there’s a business reason for this (I can’t think of a reason to reset this field), please enlighten me. If there were options in the Workflow Automator or the API, it would at least give me the choice on whether or not I wanted to retain it for my environment - which I definitely want to do.
