This documentation supports the 22.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Assigning and reassigning incident requests

Service desk analysts and group coordinators each play a role in assigning incident requests. This topic applies to service desk analysts. If you work as a group coordinator or in another management role, see  Working-with-incident-requests-as-a-manager . For information about the group coordinator's role, see Assigning-incident-requests-as-a-group-coordinator.

When you register a new incident request, one of the following actions happens:

  • The routing rules that Incident Management uses automatically assign the incident request to the most appropriate group when the incident request record is saved. For more information, see Configuring assignments.
  • If the incident request is created from a template that has an assignment group predefined, the incident request is assigned to the predefined assignment group.

If you reopen a current incident request, you must manually reassign the incident request to the most appropriate group. The coordinator of the group to which the incident request is assigned then reviews the request.

Related topics

Using-Incident-Management-scripts

The following figure provides an overview of the incident request assignment process:

Assigning incident requests

To reassign a ticket

  1. Open the incident request record.
  2. On the Incident form, select the Assigned Group  from the list associated with the  Assigned Group  field.
  3. From the Assignee field list, select the Assignee.
  4. Click Save.

You can also use the shortcut in the Quick Actions section 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 shortcut assigns the incident based on predefined mapping. Automated assignment can be based on the customer organization, location, operational categorization, or product categorization.

If you log in as a support agent and belong to multiple support groups, when you open an incident and click Quick Actions > Assign to Me, you must select a group manually. The first row is not selected by default.

To assign or reassign an incident to an internal vendor

  1. Open the incident request record.
  2. From the Vendor Group menu, select the vendor.
  3. If the vendor's ticket number is available, type it in the Vendor Ticket Number field.
    If the Vendor Group has a group email address assigned to it, the notification goes to the group email address. If no group email address is configured for the Vendor Group, notifications are sent to the individual email addresses of the Vendor Group members.
  4. Click Save.

To assign or reassign an incident to an external vendor

To send an external vendor an email notification, use the Email function from the Functions area in the Navigation pane.

 

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