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Assigning an investigation to a specialist

You can assign the investigation to any specialist belonging to a support group.

For information about how to reassign the investigation to another support group or to an assignee in another support group, see Reassigning the problem investigation.

To assign an investigation to a specialist

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. Indicate the appropriate assignee, as shown in the tables that follow:
    • To assign the investigation to yourself

      When using the Best Practice view

      When using the Classic view

      In the Navigation pane, choose Quick Actions > Assign to Me.

      In the Navigation pane, choose Quick Links > Assign to Me.

    • To assign the investigation based on predefined routing

      When using the Best Practice view

      When using the Classic view

      In the Navigation pane, choose Quick Actions > Auto Assign.

      In the Navigation pane, choose Functions > Auto Assign.

    • To assign the investigation to a specific person

      When using the Best Practice view

      When using the Classic view

      1. Click the Work Detail tab.
      2. From the Assigned Group menu, select the support group.
      3. From the Assignee menu, select the name of the person you want to assign as the assignee.
      1. Click the Assignment tab.
      2. In the Problem Assignment area, select the appropriate assignee.

  3. Change the status to Assigned.
  4. Click Save.

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