Dispatch Incident to a team

2.6k installs

The standard life cycle for Incident tickets in iTop does not allow to assign a ticket to a Team without assigning it to a specific Person inside this Team. This extension allows to dispatch an Incident ticket to a Team, without assigning it to particular Person, by adding states to the life cycle.

• Dispatch to a Team is a new transition to be performed before Assign
• Later, from the Dispatched state the Incident can then be Assigned to a Person.
• The Time To Own metric stops when the ticket is actually assigned to a Person, but not when only dispatched to a Team.