We have a couple of different support teams. A service desk that, for now, is mostly just logging calls and assigning them due to call volume situations. Our current software solution has a global issue option to relate global issues to a single ticket. These other tickets also show up in queue with the original ticket for the assigned team. One of the teams that have common global issues doesn?t want to see the other related tickets? I wanted to see what some others do in these situations.
We have 4000+ users and 4 techs on during normal business hours.
1. Do you log all your calls in a large outage high volume situation?
2. Would you want access to all related tickets perhaps to look for more information?
