Assign/Reassign (to another person) and Move a Ticket to Another Application (Department/Group)

Assign/Reassign a Ticket to Another User or Group (Department)

1. Click into the ticket.
2. Click Actions, then Assign or Reassign.

1. Click New Responsibility, type the name, then select the name.
   • If you are attempting to assign tickets to a specific group, you need to make sure that group is in the application you are assigning the ticket in. 
     • I.E. ctcLink group is only in ctcLink, so you cannot assign a ticket to that group in eLearning. 
2. Add comments, if desired.
3. Click Save.

Move a Ticket to Another Application

Note: Not everyone has permission to do this. If you feel you want this function, contact your supervisor.

1. Click the ticket.
2. Click Actions, then Move to Application. 
3. Select the Application.
   • 
4. Select the application you would like to move it to (for this example I am selecting ctcLink)
   • 
5. If you are not sure what ticket form to use always select the top option, as that is the default form for that application.  In this case it is Incident Form.
6. Make sure to change or update the following
   • Service - If the wrong service was applied to the ticket.
   • Type - Each application has their own ticket types so you will need to select the correct one.
   • Responsible - This is the responsible group or user you are assigning that ticket to.
     • Keep the Notify Responsible selected to alert the user or group they have a new ticket
   • Status - If you have notified the user select Open, otherwise select New.
   • Example:
     • 
7. Click Move at the top of your screen.
8. If the ticket is moved to a application you do not have access to you will see a "you do not have access" error.  This is to be expected, but the ticket has now been moved.