Both Externally for our customers and internally for IBM, teams need to be able to see and modify all of the tickets created by their team. Note: this is similar to an already proposed idea except this idea provides the required information
The external customer that I specifically work with has requested this functionality and we have currently provided them with the workaround below.
Real life problem scenario
Example: A help desk agent at external customer XYZ (this help desk agent covers the time zones in the Asia Pacific) opens a ticket. Hours later, a help desk agent from XYZ company who is located in a North America timezone wants to add more information to the ticket or update their end user with latest status.This is currently not possible without the workaround stated below.
The same is true for IBMers who are on a team who submit a ticket and wants to be able to share the ability to view and update current tickets with the team.
Currently this is not currently possible unless the customer creates a shared ID for everyone on the help desk team to use. This workaround also requires that the original ticket creator adds their name into the ticket somewhere because, since they will use the Shared ID to open the ticket, there isn't a field to capture the name of the person who opened the ticket.
Our management is concerned that when this workaround is used internally, that this is a violation of security policy because there is currently no method to control who ends up with access to the credentials for the Shared ID in order to open the tickets. Anyone can intentionally or unintentionally share the credentials with another user without the program office knowing of this exchange.
A very important consideration is the assignment of premium support. The current workaround requires that the shared ID be added to the account so that the premium support level of severity be provided to all tickets opened using that Shared ID. If this feature is added, then all users in the "team" will also need to be associated with the premium level of support.
Allow for definition of a team to which individual users are assigned. The contracted support level should be assigned to the team and everyone on it. When anyone on the team opens a ticket, then everyone on the team can view and modify that ticket.
Benefits of proposed solution
This solution would allow external customers to more effectively provide shared team support of the services that they are using in IBM Bluemix. It would also benefit internal IBM teams in the same manner.
This impacts teams related to both public and dedicated accounts.
This effects the following roles:
1. External customer help desk teams
2. External development teams
3. IBM Internal support teams
4. IBM internal development teams who are developing customer code for the customer
5. IBM Internal Deploy teams who are deploying infrastructure, cloud platform and services for customers
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