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
  • To change owners of multiple incidents
  • To assign an incident to a suggested owner
  • Related topics

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:
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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