Changing the change request owner

By default, a change request record is assigned to the user who creates it. After saving the record, one can change the change request owner from the Assignment Details section of the record form or the list view.

To change the owner of a single change request

1. Click the Remedyforce Console tab.
2. From the View menu, select Change Requests.
   

3. From the list of change 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. For more information about using this option, see To change owners of multiple change requests.

   Tip

   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.

4. In the Assignment Details section, perform the appropriate action as listed in the following table:

   Field displayed in the Assignment Details section	Action to be performed
   Owner	Click 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 the staff members are displayed by default. However, if no staff members exist in your organization, all queues are displayed by default.
   Queue	Click 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 that belong to the selected queue are displayed.

5. Click Save.

To change owners of multiple change requests

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

1. Click the Remedyforce Console tab.
2. From the View menu, select Change Requests.
3. From the list of change requests, select check boxes for the change requests 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.
   

Related topic

Enabling-assignment-of-records-to-both-queues-and-staff-members