[General Feature] Ensure In Progress status accounts for resource working ticket instead of primary resource (in Attendance Manager)

To which integration/function area is this feature request related? Attendance

Summary: Ensure In Progress status accounts for resource working ticket instead of primary resource (in Attendance Manager).

Description: Change functionality of reporting on In Progress to the person who last set the ticket at that status rather than the primary resource on the ticket…

Why: Currently the Attendance Manager app credits the ticket set as ‘In Progress’ status to the primary resource. Since this status is used to show what ticket a particular person is working on, it becomes unreliable if it is only reporting on the primary resource. Having to change the resource all the time to the person working the ticket is not a feasible solution. Techs may work a ticket for one update since Next Ticket delivers the ticket to them. But the primary resource stays the same. Since NT delivers the ticket and the workflow is to set the status to ‘In Progress’, assigning that credit for ticket in progress to the primary resource instead of the tech who placed the ticket in that status and is in fact working the ticket renders the information unreliable to a manager relying on that view for knowing what techs are working on at any given time. I need to be able to look at attendance manager and know what ticket each tech is working on. Moreover, you created a bot for me for (see HELP-8880) that also cannot be used due to this same unreliability as outlined above. I had created HELP-10093 regarding this and was advised to submit a feature request.

Priority: High

Hi Randy,

Thank you for reaching out.

I’ve created a ticket HELP-11420 for your request and you may view it by signing in here: https://support.mspbots.ai. We’ll set this ticket as feature request that will go through the process of review/for approval/development/release with no ETA. I will provide you an update whenever available. Your patience is greatly appreciated.



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