Different acknowledgement states

[Tómas Edwardsson]

Hi 

I have a question regarding acknowledgment of service failures. We have service desk employees that monitor service failures and delegate service calls to technicians. The standard way we have is to acknowledge a problem as soon as someone is working on it. We would like to see different (customizable?) acknowledgment levels. 

Simple flow would be: 
1. Service state becoming hard (critical/warning) 
2. Service desk flags the service as "spotted" or "awaiting technician" 
3. Service desk calls the relevant technician 
4. As soon as the technician starts working on the problem he acknowledges the problem as "being worked on" 

I would love to be able to create a list of different acknowledgement levels that staff can then set on a service. 

Is this an idea that has been floated before, worked on? 
Is there an acceptable way of implementing this if we get someone to work on it? (I would like this included in the Nagios source, I hate maintaining patches for every upgrade). 

- Tómas Edwardsson 

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