Reassigning incidents, problems, or change tickets

Article:HOWTO81862  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL
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Reassigning incidents, problems, or change tickets

ServiceDesk incidents, problems, and change tickets can be assigned to another entity such as a user, group, permission, or organizational unit. For example, if an employee is out of the office unexpectedly, you can reassign that employee's tickets to someone else.

You can assign a ticket to multiple users, groups, permissions, and organizational units.

If you need to reassign the incoming tickets for an employee, you can use the delegation function.

You can reassign an employee's incident ticket to a service queue.

See Delegating your tickets to another user

See Delegating a user's tickets to another user

See Edit Assignments dialog box

See Reassigning incident tickets to a service queue

To reassign an incident, problem, or change ticket

  1. In the Process Manager portal, open the ticket to reassign.

  2. On the ticket's Process View page, in the History section, click the task's name.

    You can also click the Green Down Arrow symbol to the far right of the task's name.

  3. On the ticket's Workflow Task Details page, under Actions, click Assignments.

  4. In the Edit Assignments dialog box, in the Assign Type drop-down list , select one of the following options:

    • Group

    • Organization

    • Permission

    • User

  5. In the User, Group, Permission, or Organization field type the name of the entity to which you want to assign the ticket.

    Note that the name of this field is the same as your selection in the Assign Type drop-down list. For example, if you select Group in the Assign Type drop-down list, the name of this field is Group.

  6. (Optional) Click Pick and in the User Picker, Group Picker, Permission Picker, or Organization Picker dialog box., select a specific entity as follows:

    User Picker dialog box

    Type your search parameters into one or more of following fields as needed to find the user and then click Search:

    • Email

    • First Name

    • Last Name

    • City

    • State

    • ZIP Code

    • Country

    • Group

    • Organization

    • Max Results

    For example, if you only know the user's first name, type the name in the First Name field and click Search.

    Click the Select link to the right of the appropriate user.

    See Picking a user.

    Group Picker dialog box

    In the Group Name field, type the group name and then click Search:

    • Group Name

    • Max Results

    Click the Select link to the right of the appropriate group.

    Permission Picker dialog box

    Under Permission Name, click the Select link to the right of the appropriate permission.

    Organization Picker dialog box

    If necessary, expand the organizations, and then click the appropriate organization.

  7. (Optional) In the Assign From and Assign To fields, specify a start date and end date for the assignment.

    When the end date passes, if the incident is still not resolved, it is escalated automatically.

  8. (Optional) To remove any assignees, click the Delete symbol (red X) next to the assignment record, and then click OK in the confirmation dialog box.

  9. When you are finished, click Add.

    Note that if you click Close, your new assignee is not saved.

  10. (Optional) Repeat step 3 through step 9 to add additional assignments if necessary.

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