Assign Incident

Use case scenario: A user is working on an incident and needs to assign it to another group or user.

The following actions are involved in the process:

To assign the Incident:

1. Select the incident from the catalog or open it for editing by double-clicking on it.
2. Click the Assign Incident button.

   Note: Only a person assigned to the same group as the current responsible user can assign the incident.

   The Ticket Forwarding pop-up window opens.

   Here you can provide the assignment information, i.e. specify the new support group and sometimes a specific support group person to work on this incident.

   Note: When forwarding a ticket, more than one know-how profile can match. In this case, the list of available support groups will be prefiltered according to the know-how profile. An additional note is shown in the forwarding view prompting you to choose one of the suggested supportgroups which the ticket should be forwarded to.

   You can also specify emailing options (should an email be sent, what type of the email...).

3. Click OK to finish the assignment.