Assign a Problem Record

After the record is submitted, the Problem Manager assigns the record to a Problem Support Engineer or to a Workgroup which will work on the problem.

You can use the filters in the table below to select the engineer to whom the problem record has to be assigned.

Serial No	Field Name	Description
1	Location	Select the ‘Location’ with which the problem support engineer is associated with (to whom the problem is to be assigned)
2	Department	Select the ‘Department’ with which the problem support engineer is associated with (to whom the problem is to be assigned)
3	Filter By	Select the appropriate option to display the engineers. You can filter by 'All' engineers or only 'Available' (signed-in) engineers.
4	Role	This provides the list of roles, select the specific role to list only engineers pertaining to that role
5	Specialization	Select the specialization to list the problem support engineer having that specialization
6	Select User	Based on the above filter selection, engineers names are displayed. Select the engineer to whom the record needs to be assigned.
7	Comment	A General comment column, that can be used to convey additional information

To assign the record to a workgroup, click on 'Show Actions', 'View Details' and 'Edit Details'.
Select the 'Workgroup' field.
Click on 'Update' to update the record.
Subsequently the record appears under the "My Workgroup" tab of all the users belonging to that group. Any user can then proceed to 'Assign' the record or carry out any further updates on the record.