Ticketing
Ticket assignment and ownership
Keep ownership explicit across ticket lifecycle and handoffs.
Samdesk execution pattern
Use this checklist for consistent case execution:
- Define owner and expected outcome before taking action.
- Work in fixed sequence: triage -> action -> validation -> follow-up.
- Log key decisions briefly so handoffs and escalations stay clean.
Model
- One primary assignee per ticket.
- Every transfer includes a documented reason.
Steps
- Assign immediately at creation.
- Add contextual comment for handoff.
- Keep status aligned with ownership phase.
