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Difference between a support technician and a queue

Created: 11 Oct 2013 • Updated: 15 Oct 2013 | 2 comments
This issue has been solved. See solution.

In Helpdesk the queues and workers can be used to assign to the ticket, in SD I don't see a listing for workers.  When reassigning a ticket, is there a way to assign it to a specific technician instead of a queue?

Operating Systems:

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etk1131's picture

If the ticket is already created, you would set the ownership instead of reassigning to get it to a specific technician.  Reassignment sends it to another support queue.  If you're talking about when the ticket is created on the Submit Incident (Advanced) form, you'd have to edit the project to add this functionality, as it's not there out of the box.

SetOwner.png

SOLUTION
Michael P here's picture

etk1131 -

Thank you for your response.  This is what I thought, I'm new to HelpDesk and ServiceDesk and the IT mgt team is comparing the usage of ownership between the two, which I'm guessing are different.