Views: 1872 (Data available since 06.02.2017)
Last Modified: 10.10.2012

Responsible person is a techsupport staff member liable to resolve tickets and problems.

Responsibilities can be distributed:

  • automatically (according to the pre-set parameters);
  • manually by a technical support administrator.

The following parameters are considered when a responsible person is assigned automatically:

  • specialist responsible for the ticket of a certain SLA.

    According to user rights each ticket is assigned a definite SLA. In the SLA settings, a support specialist can be specified who is to solve problems of a specified support level.

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  • if a responsible person is not specified for the SLA, then they are assigned according to the category settings to which the ticket has been related.
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  • if a responsible person is not specified for the category, then they are assigned according to the Helpdesk module settings.
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The technical support administrator can assign or change the responsible person when viewing the ticket:

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