Newly created requests are displayed in the operators' Requests to be resolved window. The operators' task is to assign the individual requests to different solvers. A solver who has been assigned a request can re-assign the request to another solver.
In both cases, use Edit – Assign to solver. Use the steps below:

Go to the Requests to be resolved window and select a request or requests that you want to assign to a solver.
Go to the main menu and select Edit – Assign to solver.
A window with the Solver List will open. (You can use the commands Assigned requests and Resolved in the Solver List context menu to open a list of requests that are currently being solved or were resolved by a specific user in the past.)
Use the mouse to select a solver to assign requests to and type the Message for solver.
Optionally, a view of the calendars of individual solvers can be displayed next to the Solver List. In that case, you can use the calendar to specify the request resolved deadline for the solver. (Settings in Admin.exe – Manage – User.)
If you want the request status to change when the request is assigned to a solver, you can select the new status from the menu. When the request status is changed, the message to solver will include instructions for the new status.
Click OK to confirm.
The requests assigned will be moved from the Requests to be resolved window on the operator's screen to the Requests to be resolved window on the solver's screen. The operation will be automatically recorded in the Request Log.
The solver will receive an e-mail message with a request assigned notification. Additionally, the solver's calendar may be updated with the new request schedule.

Solver takes requests from the queue

The solver can take next request from the queue by selecting Edit – Take next request. The request is taken based on the strategy currently in use (see Local Console Settings) from the services where the solver's user role is "Solver with the privilege to remove the request (main)". If there is no such user, the request will be taken from the services where the solver's user role is "Solver with the privilege to remove the request (secondary)".

Request forwarding

Use Edit – Forward request to forward requests via e-mail. The e-mail message will include all e-mail messages from the Request Log, including all attachments. If the template files "HdTicketSend_EmailTextBody.ast" and "HdTicketSend_EmailSubject.ast" are found on the hard drive, they will be used instead of the standard template. If you want to use automatic signature in this user-defined template, type the "$$<signature>$$" string in the template. This string will be automatically replaced by the signature specified in the settings.

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