Problem Grouping and Management
We get a ticket that Credit Cards aren't working at Branch 1. And then another from Branch 10. And then another from Branch 20. And then another ticket from someone else in Branch 10, because people don't like to talk to each other.
The Incident is now a Problem. Unfortunately, we don't have an elegant way of managing this Problem in Atera Ticketing. Sure, I can merge all of the tickets into the first one, treating it as the "Main" ticket since it was first in, but then any updates to that ticket only go to the submitter of that ticket.
Unless, of course, I adjust the To: and Cc: to include the other people. That's a hassle though, because what if I forget someone? What if I am not a good typist and typo an email address? What if something else happens that I'm not thinking about here? Plus, just the time of adding all those people. Two or three, maybe not that bad. We're a company of ~160 people; if they all put in tickets for the Problem, as we train them to do, I've got a lot of work ahead of me.
Okay, we all know I'm not getting a ticket from everyone, that just doesn't ever happen. :)
But ultimately - We need a way to aggregate Incidents into a Problem ticket, so we can:
- Track it consistently
- Communicate updates consistently
- Have a way to go back when management asks to point to who followed proper protocol of notifying IT that there was an issue