Send Incident to Workflow - Auditing Incident Owner and Service Queue Changes
Many customers want to track the amount of time that an incident or ticket stays in a particular Service Queue. Once in a Service Queue, a good practice is to have the technician or engineer assigned to that queue, to take ownership of the incident. It then becomes valuable to track who has ownership or responsibility for the primary task, and if, and when that ownership changes.
This project provides both functions, tracking Service Queue assignments and changes, and also incident ownership changes. Using a couple of added ORM data types, the information is stored in new tables in the database which can be used for reporting.
This project uses the Web App Project Type, taking advantage of this projects abilities to allow for multiple invocation (starting) points, and different project types, all contained internally in the same project.