HRHD Queue Owner: Review to Resolve

Summary

Require Queue Owner's direct involvement for escalated tickets - review the proposed resolution and assure satisfactory result

Content

We wanted to assure that escalated (critical) tickets have been adequately resolved via a 'workflow' - a groovy trigger on the Service Request object (Before Update in Database) will determine if a "Critical" SR has had the status updated to "Resolved" by someone other than the Queue Owner, then assign the ticket to the Queue Owner with a status of Review Update (custom status code - could be any). As noted below, you could augment this with a similar notification for 'escalated SR' or rely on another you've built for ticket-assignment to a user.