What is the difference between being primarily responsible for a ticket vs. responsible for a ticket?

Primarily Responsible

Being primarily responsible for a ticket means that a particular resource or group (but not both) is assigned as responsible for the ticket record itself. Filtering searches or reports on primary responsibility means that only tickets where the specified resources or groups are marked as responsible for the tickets themselves will be returned. If a user is responsible for a ticket, the user's Primary Group will appear as the Responsible Group in any ticket reporting.

Responsible

Being responsible for a ticket means that a resource or group is either primarily responsible for the ticket OR is assigned to an active ticket task on that ticket. Filtering searches or reports on responsibility will return both:

  1. Records where the specified resources or groups are marked as primarily responsible for ticket
  2. Records where the specified resources or groups are assigned to active tasks on the ticket

Note that responsibility will only include active ticket tasks. An active ticket task is a task which is not dependent upon an incomplete predecessor task.

Currently Responsible

Being currently responsible for a ticket is the same as being responsible for it, with the exception that completed ticket tasks are excluded.

Group Assignment

With Version 11.0 of TeamDynamix, we improved our group responsibility and behavior on Tickets and Ticket Tasks. For more information on the new functionality, please see Related Articles.

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Details

Article ID: 512
Created
Tue 9/24/13 10:26 AM
Modified
Tue 6/23/20 9:47 AM