分派服务请求到团队

名称:分派服务请求到团队

描述:分派向团队发送用户请求,但未分配处理人员

版本:1.1.7

发布:2018-12-03

itop-version-min:2.1.0

代码:combodo-dispatch-userrequest

扩散:iTop Hub,ITSM设计器

状态:稳定

下载:https://store.itophub.io/en_US/products/combodo-dispatch-userrequest

备用名称:分派用户请求

对于早于2.1.0的iTop版本,请使用此组件的以前的版本,对于iTop 2.1.0或更高版本,请使用组件的版本。

该组件的其他版本:1.0.1 

iTop中用户请求工单的标准生命周期不允许分派将工单分配给团队,而不将其分配给该团队内部的特定人员。通过创建新的调度状态,此扩展允许分派向团队发布用户请求工单,而无需将其分配给特定的Person。然后,可以从分派状态将用户请求分配给人员。

特征

在将分派分配给人员之前,先向团队提交用户的请求。

标准用户请求生命周期如下:

Standard User Request Life-cycle

一旦安装了扩展程序,用户请求生命周期将变为:--

User Request Life-cycle with "dispatched" state

-还修改了TTO(拥有时间)指标的定义,以将“已分派”状态纳入账号(当工单实际上分配给个人而不只是分配给团队时,拥有时间停止。

实际上,生命周期中增加了两个新状态:调度状态和重新调度状态,以将工单的第一个分派引入账号。当再次将分配给某个人员的工单分配给团队时,会清除分配给工单的工单(即使将工单再次分配给同一团队)。

修订记录

发布日期版本评论
2018-12-031.1.7NL和ES翻译
2018-07-021.1.5ES和DE翻译
2018-01-261.1.4更新俄语翻译(感谢弗拉基米尔·库宁)
2017-10-271.1.3更新德语翻译(感谢ITOMIG GmbH)
2014-11-191.1.1适应于iTop> 2.1.0,这为开发其他可以向故障单添加状态的模块提供了更大的灵活性
2014-03-111.0.1集成的德语翻译(感谢ITOMIG GmbH)
2014-02-281.0.0第一个版本

安装

  1. 展开扩展名的zip文件,然后将文件夹 combodo-dispatch-userrequest 复制到iTop的扩展文件夹中,并确保Web服务器流程可以读取该文件夹。
  2. 如果已经安装了iTop,请确保配置文件不是只读的
  3. 通过将浏览器指向http ::: <itop >> setupp启动安装程序
  4. 当提示您选择要安装的扩展时,请检查“用户请求的分派”并完成设置。

Installation screen

配置

此扩展名没有特定的配置设置。

用法

新的调度状态已与工单的生命周期完全集成。例如,当创建一个新的用户请求时,将出现一个额外的按钮“分派到团队”:

New button "Dispatch to a team"

在状态为new的用户请求中,操作活动的下拉列表中提供了功能“分派到团队 ..”。

New action "Dispatch to a team"

用户必须具有简档“服务台坐席”或“支持人员”(或管理员),才能被分派和工单使用。

可将工单派遣到的团队列表与将工单直接分配给团队和人员时使用的团队列表相同。可能的团队由工单的组织的工单定义。

原文:https://www.itophub.io/wiki/page?id=extensions%3Acombodo_dispatch_userrequest


Dispatch User Request to a team

name:
Dispatch User Request to a team
description:
Dispatch a user request to a team without assigning an agent
version:
1.1.7
release:
2018-12-03
itop-version-min:
2.1.0
code:
combodo-dispatch-userrequest
diffusion:
iTop Hub, ITSM Designer
state:
stable
download:
https://store.itophub.io/en_US/products/combodo-dispatch-userrequest
alternate-name:
Dispatch User Request

For iTop versions older than 2.1.0 use a previous version of this component, for iTop 2.1.0 or newer use this version of the component.

Other versions of this component: 1.0.1

The standard life cycle for User Requests tickets in iTop does not allow to assign a ticket to a Team without assigning it to a specific Person inside this Team. By creating a new state dispatched, this extension allows to dispatch a User Request ticket to a Team, without assigning it to particular Person. From the dispatchedstate the User Request can  then be assigned to a Person.

Features

Dispatch a User Request to a Team before assigning it to a Person.

The standard User Request life-cycle is the following:

Standard User Request Life-cycle

Once the extension has been installed, the User Request life-cycle becomes as follows:

User Request Life-cycle with "dispatched" state

The definition of the TTO (Time To Own) metric is also modified to take into account the “dispatched” state (The Time To Own stops when the ticket is actually assigned to a Person, not only dispatched to a Team).

Actually two new states are added to the life-cycle: dispatched and redispatched, to take into account the first assignment of a ticket. When a ticket which was assigned to a Person is dispatched again to a Team, the agent to which the ticket was assigned is cleared (even if the ticket is dispatched again to the same team).

Revision History

Release DateVersionComment
2018-12-031.1.7NL and ES translations
2018-07-021.1.5ES and DE translations
2018-01-261.1.4Update Russian translation (thanks to Vladimir Kunnin)
2017-10-271.1.3Update German translation (thanks to ITOMIG GmbH)
2014-11-191.1.1Adapted to iTop > 2.1.0, which gives more flexibility for developing other modules that could add states to the tickets
2014-03-111.0.1Integration of the German translation (thanks to ITOMIG GmbH)
2014-02-281.0.0First version

Installation

  1. Expand the zip file of the extension and copy the folder combodo-dispatch-userrequest into the extensions folder of iTop, and make sure that the folder can be read by the web server process.

  2. If iTop is already installed, make sure that the configuration file is not read-only

  3. Launch the setup program by pointing your browser to http://<itop>/setup/

  4. When prompted to select the extensions to install, check “Dispatch of User Requests” and complete the setup.

Installation screen

Configuration

This extension has no specific configuration setting.

Usage

The new dispatched state is fully integrated with the life-cycle of the ticket. For example, when creating a new User Request, an extra button “Dispatch to a team” appears: New button "Dispatch to a team"

On an User Request in state new, the action “Dispatch to a team..” is available in the drop-down list of actions. New action "Dispatch to a team"

A user must have either the profile “Service Desk Agent” or “Support Agent” (or Administrator) to be allowed to dispatch a ticket.

The list of teams to which the ticket can be dispatched are the same as the ones used when assigning the ticket directly to a Team and a Person. The possible Teams are defined by the Delivery Model of the Organization of the ticket.

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由 superadmin 在 2020/08/27, 16:07 创建
    

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