Changing the service request owner

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

To change owner of a single service request

In the Assignment Details section, based on the setting (Enable Queue and User Assignment Configuring record assignment settings) 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 Service Requests.
3. From the list of service requests, 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, click the Owner lookup , and perform one of the following actions:
   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.
   
   • To assign the record to a staff member, click the required staff member record.
   • To assign the record to a queue, select the Queue option and click the required queue name.
   • 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 one of the following actions:
   • To assign the record to a staff member, select the required staff from the Staff field.
   • To assign the record to a queue, select the required queue from the Queue field.
   • 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.
6. Click Save.

To change owners of multiple service requests

You can assign multiple service requests to a staff member or a queue.

1. Click the Remedyforce Console tab.
2. From the View menu, select Incidents/Service Requests.
3. From the list of service requests, select check boxes for the service requests that you want to assign to another user or queue.
4. Click Change Owner.
5. Perform one of the following actions, and click Save:
   • To assign the selected records to a staff member, click the required staff member record.
   • To assign the selected records to a queue, select the Queue option and click the required queue.
   • 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.

To assign an incident or a service request to a suggested owner

System administrators configure suggested owners based on required criteria. You can assign a record to a user, queue, or to a member of the selected queue.

1. Click the Remedyforce Console tab.
2. From the View menu, select Service Requests.
3. From the list of service requests, select the record that you want to assign to a suggested owner.
4. From the Agent Tools menu, select Suggested Owners.
   By default, suggested staff members are displayed. If there are no suggested staff members, suggested queues are displayed.
5. In the Suggested Owners window, select the required suggested staff member.
6. Perform one of the following actions, and click Save:
   • To assign the record to a queue, select the Queue option, and then select the required queue.
     If you click a queue, the record is assigned to the queue.
   • To assign the record to a member of a queue, select the row of the required queue.
     The members of the queue are displayed.
   • Select the required staff member from members of the selected queue.

Related topics

Configuring Queue and User assignment 

Configuring suggested owners