Assigning records to staff members
Starting with the Winter 17 release, as a staff member, you can use the Assign to me
icon to assign the open incidents or service requests to yourself in a single click. After the record is assigned to you, the icon changes to
. The Assign to me option is enabled only after saving the incident or service request. Till then, the Assign to me option is disabled
.
If the system administrator has enabled the Queue and User assignment feature and you click, the record is assigned to you only if you are a member of the record queue. The Owner field is also updated and saved.
- If you are a member of the record queue and you click, then the record is assigned to you, but the Queue remains unchanged and the Staff field is updated and saved.
- If you are not a member of the record queue and you click, then an error message is displayed and the assignment is not completed. However, if you have the required permissions, you can manually modify the record to take ownership of the record.
Note
The Assign to me option only updates the assignment details and saves the record. All the other changes to the form must be saved using the Save button on the form.
For example, if you have updated the values of the Status or Description fields on the form and then you click, only the assignment is completed and saved. The changes to the Status or Description fields will only be saved after you click the Save button.
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