Assigning ticket to solver

Newly created tickets will appear to the main solvers on the Tickets page in the Unassigned. It is the role of the Main solvers to assign individual tickets to specific solvers or solver groups for resolution.

Each service solver can assign a ticket to another solver or a solver group using the Tickets - Assign, or take it over for resolution by itself with the Assign to me command, even if the ticket is already assigned to another solver or another solver group. The new solver will receive an email notification and the ticket will appear in the To Solve view. If the ticket is assigned only to a solver group and not to a specific solver in the group, the notification is sent to all members of the group and all members also see the ticket in the To be resolved view.