Reassign a Ticket

Overview

Tickets are typically assigned based on the form selected, though general service requests and general incidents require the responsible group be selected by the ticket creator. If the ticket is assigned to the incorrect group it can be reassigned.

Tip
Tickets often have many different groups performing work to resolve the fulfill the request. As a general recommendation the ticket's responsible group should be set to the group completing at least 80% of the primary work. Additional work can be assigned to other groups, or people, by creating tasks as appropriate. Read the Create a Ticket Task for details.

In this article:

Resources

  • Internet access
  • Web browser
  • TDWorkManagement license 

Reassign a Ticket

  1. Open ticket that needs to reassigned.
    Enterprise Service Management (ESM) ticket details
  2. Click Action
    Enterprise Service Management (ESM) ticket details actions button highlighted
  3. The action menu will display something like the following depending upon the ticket classification (e.g. Service Request, Incident, etc.):
    • For a Service Request ticket, click Reassign Service Request
      Enterprise Service Management (ESM) ticket details actions menu reassign service request highlighted
    • For an Incident ticket, click Reassign Incident
      Enterprise Service Management (ESM) ticket actions menu reassign incident highlighted
  4. A new window will open.
    Enterprise Service Management (ESM) ticket reassign dialog window
  5. Ensure the New Responsible field lists the correct responsible group.
    Tip
    If attempting to (re)assign a ticket directly to a person and they do not appear in the search result this is usually caused by one of a few reasons:
    • The criteria entered in the field returns more results than can be displayed
      • Click the Lookup New Responsibility icon (looks like a magnifying glass) to perform the search and see the full results list.
    • The person does not have access to the ticketing application.
      • Determine if the person should have access to the ticketing application, and if so submit a request to have their access enabled.
    • The person has access to the ticketing application, but for some reason the person's account within ESM does not have the This user is an employee attribute set.
      • The New Responsibility lookup field by default only searches people within the ESM system with the employee attribute set. It is possible to select any person with access to the application where the ticket resides by doing the following:
        1. Click Lookup New Responsibility icon (looks like a magnifying glass).
        2. Select Both option next to Employees and Non Employees.
        3. In the Search field enter the desired term (e.g. name, UA username, etc.)
        4. Click Search.
        5. Select the desired person from the result list.
  6. Check the Notify the new resource of the assignment.
  7. In the Comments field state why you are reassigning the ticket
  8. Click Save.

Additional Information

Managing tickets after the initial creation has many means of doing so. Further instructional guides are available below.

Need additional help or have issues

For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management (ESM) service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.

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