Responsibility
Ticket responsibility may be changed at any time, manually, by workflows, or during ticket creation - governed by form selection or automation rules.
Tickets may be assigned to a group, an individual, a group and an individual, or to one one at all (unassigned).
Assigning Tickets
- Open the ticket details in TDNext
- Select Actions
- To assign to another group or individual
- Select Reassign Service Request
- The menu will dynamically update with the ticket classification - Incident, Change, Service Request, etc.for this article, we will continue to use Service Request as the ticket classification for all examples/steps
- Open the ticket details in TDNext
- Select Actions
- To assign to another group or individual
- Select Reassign Service Request
- Select the group or individual to assign responsiblity to in the New Responsiblity field in the Reassign Service Request pop-up
- Check the box next to Notify the new resource of the assignment
- Add Comments as appropriate
- Select Save at the top of the pop-up
- To assign the ticket to yourself
- Select Take Service Request
- Select OK from the pop-up dialog asking if you're sure
- To unassign the ticket (not advised - it is recommended tickets be assigned to groups, if not individuals, and to assign them to the Service Desk if a more appropriate assignment is not available)
- Select Unassign Service Request
- Select OK from the pop-up dialog asking if you're sure
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