A thing that would be really nice, is some level of trigger handling.
If there were some kind of API to integrate triggers into helpdesk systems, so a trigger could be "acknowledged" and "assigned". An extension of trigger comments/notes.
A simple implementation, when a trigger turns TRUE, the trigger has two properties. "Acknowledgement (boolean)" and "Assignment (user id)".
The techician gets information via notification, and goes into the monitoring frontend and clicks on "acknowledged".
And even having the possibility to assign a trigger to some user, so a trigger is "acknowledged", some human being is aware of the issue, and then having it "assigned" meaning the issue is up to a specific human being to resolve the issue.
Could this be implemented?
A simple implementation as an extension to trigger notes would be nice.
Even better would be a standard API to integrate with helpdesk systems such as OTRS, RequestTracker and others.
Regards,
- Simon
If there were some kind of API to integrate triggers into helpdesk systems, so a trigger could be "acknowledged" and "assigned". An extension of trigger comments/notes.
A simple implementation, when a trigger turns TRUE, the trigger has two properties. "Acknowledgement (boolean)" and "Assignment (user id)".
The techician gets information via notification, and goes into the monitoring frontend and clicks on "acknowledged".
And even having the possibility to assign a trigger to some user, so a trigger is "acknowledged", some human being is aware of the issue, and then having it "assigned" meaning the issue is up to a specific human being to resolve the issue.
Could this be implemented?
A simple implementation as an extension to trigger notes would be nice.
Even better would be a standard API to integrate with helpdesk systems such as OTRS, RequestTracker and others.
Regards,
- Simon
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