Assigning Requests to Solvers

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 exceptional cases, the solver can assign even the request assigned to another solver.
In both cases, use Home – 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.

Use the Home – Assign to solver main menu command.

The Assign to solver window 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 solver in the past.)

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.)

Select a solver to assign requests to and type the Message for solver.

Tip:

Operators and managers on the service can assign the request needed to be resolved operatively to the users having the Extraordinary solver permission.
Select the Extraordinary solver option and select a user from the menu.

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. The message body will be overridden with instructions for solver according to the workflow when selecting the 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 is updated with the new request schedule.

Notes:

The Extraordinary solver option and field are inactive if no user has the required permission on the service.
When assigning the requests from different services, all users of these services having that permission are listed in the Extraordinary solver (similarly to solvers table, where the solvers from all services are provided).

Note:

When assigning the requests from different services it is sufficient for the solver to have at least one permission from the following on the service: Solver or Extraordinary solver.

Solver takes requests from the queue

The solver can take next request from the queue by selecting Edit – Take next request. The request is selected primarily 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)".

The requests are selected according to the strategy which can be set in the Service Desk Console – Settings – General – Take next request:

Request forwarding

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