SiT! Bugs

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IDProjectCategoryView StatusDate SubmittedLast Update
0000785SiT!sites & contactspublic2009-07-17 14:032010-01-10 19:07
Assigned To 
PrioritynormalSeverityfeatureReproducibilityhave not tried
PlatformOSOS Version
Product Version 
Target VersionFixed in Version 
Summary0000785: desirable and not desirable engineers
Descriptionit would be usefull if ther were fields 'desirable engineers' and 'not desirable engineers' of sites and contacts.
i mean that, for example, client's contact person Bob does not like engineer Mark. the system must take into account this fact and should not assign incidents from this contact person to this engineer.
the same is for sites (for example all contact persons of one client don't like engineer Mark).
and reversed situation for 'desirable engineers' (when client likes engineer Mark and want him in the first place)
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Sponsor - Users sponsoring this issue
Sponsors List Total Sponsorship = UK£ 3

2009-08-26 19:59: sancho78rus (UK£ 3)

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-  Notes
User avatar (0001340)
ivan (administrator)
2009-07-17 14:25

Very interesting idea!

This could potentially be linked to the 'Feedback' feature, which currently is not functioning as it should.

My vision is that eventually clients will be able to log into the portal and provide feedback ratings for the engineer that dealt with the incident. I guess we could use that information to affect how incidents are auto-assigned as you suggest.
User avatar (0001341)
kieran (administrator)
2009-07-17 14:31

It would have to careful as more popular engineers would end up getting more incidents and the same for the opposite.
sancho78rus (reporter)
2010-01-08 15:50

i mean something other...
for example, one client want to work ONLY with engineer Nick (he say: "I dont want other engineer, I want to work only with Nick !!!") - so SiT, when automaticaly assign incidents, should assign all incidents from this site only to Nick. When Nick do not accept incident - there should be alert. It may be not only one engineer - it will be better to define some engineers in list.

the same is for not desirable engineers: if client say: "I dont like Alex! I want work with some one else exept Alex". In this case SiT should not assign incidents to Alex. and when only Alex accepts incidents - should be alert.
sancho78rus (reporter)
2010-01-08 15:52

and i think that idea about feedback affecting how incidents are auto-assigned - is not good idea.
User avatar (0002256)
ivan (administrator)
2010-01-08 17:53

OK, sorry for hijacking your request in that case, I can see I misunderstood what you wanted.

What you're asking I think is the ability for clients to whitelist or blacklist certain engineers. A client could manage a list of his preferred engineers, through the portal presumably.

I'm struggling to think how we could implement this in SiT! it would likely be a lot of work because there are a few different ways that incidents can be created and assigned, and on top of that incidents can be re-assigned after they're created. We'd have to make sure that even if an incident was logged to the correct engineer as the incident is created that it isn't reassigned to somebody the client doesn't like at some later point.

I also have my doubts as to this being workable in practice, what happens if the only engineer the client likes leaves the company? What if the client doesn't like any engineer?

It might be worth you posting about this on our forum and see what contributions other people can make to the idea.
sancho78rus (reporter)
2010-01-10 19:07

no. client should not whitelist or blacklist certain engineers it selfs.
only manager can mark engineers.
we are using this feature now in our software very often. it helps us to bring better service to clients.

- Issue History
Date Modified Username Field Change
2009-07-17 14:03 sancho78rus New Issue
2009-07-17 14:25 ivan Note Added: 0001340
2009-07-17 14:25 ivan Status new => acknowledged
2009-07-17 14:31 kieran Note Added: 0001341
2009-08-26 19:59 sancho78rus Sponsorship Added sancho78rus: UK£ 5
2009-08-26 19:59 sancho78rus Sponsorship Total 0 => 5
2010-01-08 15:50 sancho78rus Note Added: 0002254
2010-01-08 15:52 sancho78rus Note Added: 0002255
2010-01-08 17:53 ivan Note Added: 0002256
2010-01-10 19:07 sancho78rus Note Added: 0002267

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