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. 

 

Note
Tickets often have many different groups performing work to resolve the issue. The responsible group should be set to the group completing at least 80% of the work.

 

In this article:

 

Resources

  • Web browser
  • TDNext license 

 

Reassign a Ticket

  1. Open ticket that needs to reassigned.

    Enterprise Service Management ticket details

     
  2. Click Action

    Enterprise Service Management 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 ticket details actions menu reassign service request highlighted

       
    • For an Incident ticket, click Reassign Incident
       
      Enterprise Service Management ticket actions menu reassign incident highlighted
       
  4. A new window will open

    Enterprise Service Management ticket reassign dialog window

     
  5. Ensure the New Responsible field lists the correct responsible group
  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

    Enterprise Service Management ticket reassign dialog save button highlighted

 

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 additional assistance contact the IT Services Technical Support Center via phone at (907) 786-4646, toll-free at (877) 633-3888, email us at uaa.techsupport@alaska.edu.

Details

Article ID: 553
Created
Mon 6/7/21 9:01 AM
Modified
Mon 8/15/22 2:51 PM