Hi
I would like to see the option of assigning a “Manager” to an agent group. The purpose is primarily to add a level of governance from a process point of view so that it is clear to all who is accountable for the group and its members.
With a group manager, we can better assess:
- Who shall we report the performance of the group over time?
- Who is accountable for that the group has the correct members, naming and descriptions?
- Etc.
I have seen this in most other ITSM systems and it is very useful.
