Note

 

This documentation supports the 20.15.01 version of Remedyforce.

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Changing the problem owner

By default, a problem is assigned to the user who creates it. After saving the problem, you can assign a problem record to another user or queue.

To change the owner of a single problem

In the Assignment Details section, based on the setting configured by the system administrator, either the Owner field or Queue and Staff fields are displayed.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Problems.
  3. From the list of problems, select the record that you want to assign to another user or queue.
    You can also select a record in the list view, and click Change Owner.
  4. If the Owner field is displayed in the Assignment Details section, perform the following actions:
    1. Click the Owner lookup .
      If staff members exist in your organization, by default, all the staff members are displayed in the Suggested Owners window. If a staff member does not exist, queues are displayed.
    2. To assign the record to a staff member, click the required staff member record.
    3. To assign the record to a queue, select the Queue option and click the required queue name.
    4. To assign the record to a staff member who belongs to a queue, first click the row of the required queue and from the list of staff members belonging to the queue, select the required staff member.
  5. If the Staff and Queue fields are displayed in the Assignment Details section, perform the following actions:
    1. To assign the record to a staff member, select the required staff from the Staff field.
    2. To assign the record to a queue, select the required queue from the Queue field.
    3. To assign the record to a staff member who belongs to a queue, first click the row of the required queue and from the list of staff members belonging to the queue, select the required staff member.
      When you select a queue in the Queue field, the staff members belonging to the queue are displayed in the Staff field lookup.

To change owners of multiple problems

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

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Problems.
  3. From the list of problems, select check boxes for the problems that you want to assign to another user or queue.
  4. Click Change Owner.
  5. To assign the selected records to a staff member, click the required staff member record.
  6. To assign the selected records to a queue, select the Queue option and click the required queue.
  7. To assign the selected records to a staff member who belongs to a queue, first click a queue record and from the list of staff members belonging to the queue, select the required staff member.

Related topic

Configuring Queue and User assignment

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