Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Changing the task owner

By default, a task is assigned to the user who creates it. After saving the record, you can change the task owner from the Assignment Details section of the form and the list view.

To change the task owner of a single task

You can change the owner of a single task.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Tasks.
  3. From the list of tasks, select the task that you want to assign to another user or queue.
    Based on the setting configured by the system administrator, either the Owner field or Queue and Staff fields are displayed in the Assignment Details section.

    Note

    You can also select a record in the list view, and click Change Owner. For more information about using this option, see To change owners of multiple tasks.

  4. In the Assignment Details section, perform the appropriate action listed in the following table:

    Field displayed in the Assignment Details sectionAction to be performed
    OwnerClick the lookup icon () next to the Owner field and in the Change Owner window, perform one of the following actions:
    • To assign the record to a staff member, select the Staff option and click the appropriate staff member.
    • To assign the record to a queue, select the Queue option and click the appropriate queue.
    • To assign the record to a staff member who belongs to a queue, select the Queue option. From the Queue Members column, click the View icon () and then from the list of queue members, click the appropriate staff member.

    Note: If staff members exist in your organization, all staff members are displayed by default. However, if no staff members exist in your organization, all queues are displayed by default.

    QueueClick the lookup icon () next to the Queue field and in the Queue window, perform one of the following actions:
    • To assign the record to a queue, in the Name column, click the appropriate queue.
    • To assign the record to a queue and a staff member who belongs to that queue, in the Queue Members column, click the View icon (). From the list of queue members, click the appropriate staff member.
      The selected staff member is displayed in the Staff field. 
    Staff

    Click the lookup icon () next to the Staff field and in the Staff window, select the appropriate staff member.

    If a queue is already selected in the Queue field, only those staff members who belong to the selected queue are displayed.

  5. Click Save.

To change owners of multiple tasks

You can assign multiple tasks to a staff member or a queue.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Tasks.
  3. From the list of tasks, select check boxes for the tasks that you want to assign to another user or queue.
  4. Click Change Owner.
  5. In the Change Owner window, select the queue or staff member to whom you want to assign the record.

Related topic

Enabling assignment of records to both queues and staff members

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