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Assign

This form allows you to assign selected tickets to a specific solver or to the whole group of solvers for solution.

Options:

  • Solver group - enter at least part of the name of the solver group and then select the group from the drop-down menu.

  • Assign to queue without solver - select this option if you want to return the ticket to the main solvers of the service (if the ticket is assigned to the Main solver group) or to all solvers of another solver group (if the ticket is assign to a different solver group than Main).

  • Assign to solver - select this option if you want to assign the ticket to a specific solver. Then type at least part of the solver's name and select the solver from the drop-down menu.

    Preview feature since version 26.4: The drop-down menu items can indicate the solvers' availability based on their Microsoft Outlook calendar and automatic replies, as well as Microsoft Teams Shifts. If the selected solver is out of the office or will be out of the office within the next 8 hours, a notification box displays the details under the input field. The box also includes the solver's automatic replies configured in Microsoft Outlook. To view availability information, the corresponding features must be enabled by an administrator.

  • Change the ticket status to - if you want to switch the ticket to a different status before passing it to the solver, select that status from the drop-down menu.

  • Message for solver - if applicable, write a message for solver that will be sent in the email notification of the ticket being forwarded for resolution. If you have changed the status of the ticket, the message is pre-populated with instructions for the solver according to the Workflow.

  • Attachments - list of attachments to the comment for the solver.

    • Add attachment - for more information, see Attachments in Note.

  • Cost report - if applicable, list the work time spent resolving the ticket.