I’m trying to set up the following workflow:
- request comes into inbox;
- support manager(s) assess the issue and assign it to appropriate pool of developers;
- the developers only “take” issues from their pool when they are actually working on them.
I was planning to do this by setting a category (“pool 1 issue queue”) and making the developers Level 2 supporters for that queue.
Before I set it up, I wanted to find out if:
- When the support manager assigns the issue to a pool of developers, will it still show in the inbox for the support manager?
- If so, is there any way to adjust what should appear in the inbox?