This documentation applies to the 8.1 version of Service Desk, which is in "End of Version Support." You will not be able to leave comments.

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Reassigning incident requests

You can reassign an incident to either an individual or a support group. Use the shortcut in the Quick Actions section (Quick Links in Classic view) of the Incident Request form to reassign an incident to yourself (Assign to Me) or to reassign an incident based on automatic routing (Auto Assign). This assigns the incident based on predefined mapping. Automated assignment can be based on the customer organization, location, operational categorization, or product categorization.

To reassign an incident

  1. Open the incident request record.
  2. Reassign the investigation:
    • (Best Practice view)
      1. On the Incident form, select the Assigned Group from the list associated with the Assigned Group field.
      2. Select the Assignee from the Assignee field list.
    • (Classic view)
      1. Click the Assignment tab.
      2. Select the Assigned Group from the list.
      3. Select the Assignee from the list.
  3. Click Save.

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