Using and Reporting on Case Teams [ Edited ]

[jhamlet]

Hello...

I am trying to implement a new Support Escalation process for our Tech Support department.  

When a Case is entered as a "Bug", then I need the case to be escalated to a Tier 2 team for troubleshooting. A Tier 2 rep will pick it up out of a queue to work on with the original agent. However I do not want to change the owner to a queue or a different rep.  The Tier 1 rep should own the case.

I was going to use Case Teams to be able to add different roles.  However it doesn't look like I can create any workflows or build sufficient reports around the Case Teams.  

Is there a way to report on cases by the case teams and roles?  

Any idea how I can build a queue for the "escalated" cases to be reviewed easily w/o changing an owner?

Any ideas would be much appreciated.

Thanks,

Joe

Message Edited by jhamlet on 05-05-2009 11:53 AM

[Amber Neill]

Joe,

This is how I would handle it.  Don't create a new queue, but create a view that only shows Cases marked as "bug".  I'd venture that most of my users think that the views I've created ARE the queues themselves.  Kinda sneaky but it works.  Then you don't have to worry about changing owners.  This only works if the end result is that the Case is no longer marked "bug" or you can use case status as another criteria.  Let me know if this is unclear.

As for reporting, what, specifically, are you trying to quantify?  We use Activities on Cases rather than the cases themselves.  That way, no matter the owner of the Case, the creator of the Activity gets "credit".

I hope that helps!
Good luck!
Amber

[jhamlet]

Amber,

Thank you for the feedback.  That is the direction that I think I will head.  I will probably abandon the case teams feature for this.  It is unfortunate, but I don't see how it will work (especially when I need more complex reporting or workflow rules)... I see myself painting myself into a corner.

I will probably make a new user lookup field on the case to allow the tier 2 rep to assign themselves.  Then I can report on that field. I'd like to keep all of the data related to the bug on the case object. However, the activity reporting option may work... nice idea.

Thanks,

Joe