Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Changing the incident owner

By default, an incident is assigned to the user who creates it. After saving the record, you can change the incident owner from the Assignment Details section of the form, the list view, or by using the Suggested Owners option in the Agent Tools menu on the form.

Whenever you change the assignment of an incident (Queue, Staff, or both), the value in the Reassigned Count field is incremented by 1. You can use this field in reports to find out how many times an incident was reassigned before resolution. 

To change owner of a single incident

You can change the owner of a single incident.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents.
  3. From the list of incidents, click the record 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 incidents.

  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 incidents

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

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents.
  3. From the list of incidents, select check boxes for the incidents 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.

To assign an incident 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 Incidents.
  3. From the list of incidents, select the record that you want to assign to a suggested owner.
  4. From the Agent Tools menu, select Suggested Owners.
  5. In the Suggested Owners window, perform one of the following actions:
    • To assign the record to a staff member, select the Staff option, click the appropriate staff member.
    • To assign the record to a queue, select the Queue option, and then select 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

    In the Suggested Owners window, suggested staff members are displayed by default. If there are no suggested staff members, suggested queues are displayed.

  6. Click Save.

Related topics

Enabling assignment of records to both queues and staff members

Configuring suggested owners

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