Reassigning incident tickets to a service queue

Article:HOWTO82277  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82277
Article Type
How To


Subject


Reassigning incident tickets to a service queue

ServiceDesk incidents can be reassigned to a service queue.

For example, an employee is out of the office unexpectedly. You can reassign that employee's tickets to a service queue. Any of the users that are assigned to the queue can work the incident during that employee's absence.

See Reassigning incidents, problems, or change tickets

To reassign an incident ticket to a service queue

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

  2. On the ticket's Process View page, in the History section, at the right of the current task line, click the Green Down Arrow symbol.

  3. On the ticket's Workflow Task Details page, in the Page Actions section, click Reassign Ticket.

  4. In the Reassign Incident dialog box, in the Assign to Queue field, type the name of the service queue to which you want to reassign the incident.

  5. (Optional) To search for and select a service queue, perform the following actions:

    Open the Service Queue Selection dialog box.

    To the right of the Assign to Queue field, click the Search symbol (magnifying glass).

    Type your search parameters and search for the queue.

    In the Service Queue Selection dialog box, in the Search Text field, type the name or part of the name of the queue. Then click the Search symbol (magnifying glass).

    Select the service queue.

    Select the queue to which you want to reassign the incident and click Select Queue.

  6. In the Remove Existing Assignments checkbox, perform one of the following actions:

    Check Remove Existing Assignments.

    This action removes the ticket's existing assignments.

    Uncheck Remove Existing Assignments.

    This action retains the ticket's existing assignments.

  7. Click Reassign.


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Article URL http://www.symantec.com/docs/HOWTO82277


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