Resource Allocation & Global Calendar

Question

Resource Allocation &amp; Global Calendar - we need a way to have visibility of time that has been allocated to future incidents/problem/change/etc - at our end we have the same team doing everything in the helpdesk and there's a difficulty to find out what tickets they may have already allocated for the future - we have to work in the dark!  This is a huge problem for us and I hope others can see the point in that too!

dan lee · Answer

Hi There,

This is a great idea and has come up a number of times, and we'll +1 your request for this and factor this into our planning.

We do have a change calendar which can also show releases which should help in that respect. It won't help for incidents though.

Regards,

Dan

lbsadmin · Answer

Seriously, we have been using the system for a few weeks now and without a calendar we are struggling!  Dan, can you recommend a workaround for now?  Your attention much appreciated.  Rgds,  Gus

dan lee · Answer

Hi Gus,

Have you tried going here?
https://desk.gotoassist.com/changes/s...

That view covers off changes and releases.

The other thing you could do in relation to incidents, is to populate your incident due dates as proxy for scheduling, and order your views by due date.

Help much?

Cheers,

Dan

lbsadmin · Answer

Hi Dan,

Yes we have tried this before but it's not how we see the product being used. Resource allocation is mainly driven to either stop the agent (or someone else) double booking the agents time etc.

The Calendar Overview, visually, it assists in making quick decisions for time booking - makes the whole process more efficient.

Best,
Gus

the jaqal · Answer

Under consideration? This is 2 years ago. Why isn't this a good idea?

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