This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Reassigning tickets in Smart IT

An assignee is a person that is responsible for overseeing a ticket through its lifecycle, or until it is assigned to another person.

Change the assignment of the ticket if you cannot respond to it in time to meet the SLA, or if another person or support group has a more appropriate skill set to resolve the ticket. 

Note

For change requests, the Assignee filter in the Ticket console refers to the Change Coordinator assignee.

To change ticket assignment

  1. From ticket details, open the assignee information for editing:
        • (Universal client) Click the pencil icon in the assignment section of the ticket.
        • (Android devices) Tap the menu (three dots symbol), and then tap Edit.
        • (iOS devices) Tap Actions, and then tap Edit.
  2. (Optional) Search for an assignee by name or choose a different support group. 
  3. Select a new assignee from the list by clicking or tapping the circle to the right of the name.
  4. Click or tap Assign.

How administrators configure assignments

To ensure that tickets are assigned as expected, administrators must ensure that assignments are configured according to the needs of the organization.

Related topics

Configuring assignments (Incident Management)

Configuring work assignments (work orders)

Managing your work with Smart IT (reassign tickets in bulk)

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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