ITSM: Workload of the resources

[Former Member]

I am starting a project of ITSM implementation.  Solman 7.1 SP10

I am evaluating scenarios for our client,

And I was wondering if there is  a way to establish the priority to manage the workload of the resources beyond the actual priority of the incident.

Is there a way to have effort estimation and redistribution of workload.

Regards

Henry

[Former Member]

Hi,

If I understood your requirement, I suggest you that creation of distribution list and email trigger for those DL whenever the ticket created based on BRF+ rules. hence every one in the OU ( organizational unit) receives the Email and whomever free can pick and work on it.

you can refer the similar discussion here

if you are looking for analytical views to identify ticketing trafic, i suggest you for ITSM Workload app dashboards

please check.

Thanks

Jansi