Forum Discussion

Rock Creek Solu's avatar
Rock Creek Solu
Active Contributor
12 years ago

Allow Multiple Customers to Be Assigned the Same Incident

Often (especially with service requests), the incident will directly impact more than one customer. In addition, several of our incidents involve a team at a customer location -- so that the incident needs to be distributed to all of the team members as it progresses to conclusion.

I would like to see the ability to add multiple-customers (especially from the same company) to a ticket -- not just by attaching them as "Affected Items" -- but truly adding them as Customers to the ticket. In this manner, when I update the ticket or resolve the ticket, each customer would be notified of the response or resolution. In addition, if I have the restriction that customer's can only view their own tickets, then this would permit these "multiple-customer" tickets to be more widely viewed.
idea
  • Kirsty Prabucki's avatar
    Kirsty Prabucki
    New Member
    9 years ago

    Hi Luke Grimstrup

    Is there any further information on implementing this essential feature?

    Thank you

  • Mary Forbes's avatar
    Mary Forbes
    Active Contributor
    9 years ago
    Please provide an update on correcting this product limitation.
  • Bcshay's avatar
    Bcshay
    Active Contributor
    9 years ago
    According to ITIL that's called problem management. Have you tried using it in the service desk?
  • Kirsty Prabucki's avatar
    Kirsty Prabucki
    New Member
    9 years ago
    Hi, is there any progress on this feature as adding more than one customer to an incident I think is essential.  Many of the calls we receive may come from one customer but affect two or three.
    Thank you. Kirsty
  • Mark Parenti's avatar
    Mark Parenti
    Active Contributor
    10 years ago
    Has there been any update since the above update?  The External CC works for now, but remembering e-mail addresses and not being able to differentiate between the watchlist and the customer is a hassle.
  • Luke Grimstrup's avatar
    Luke Grimstrup
    Retired GoTo Contributor
    11 years ago
    We're still tracking this as a feature request at this stage and it still doesn't have an ETA. The interim solution of using External CCs is still recommended.