Assign an Incident to an Individual

 

Roles: Service Desk Supervisor, Service Desk Engineer

 

Incidents are typically assigned when they are in the 'New' state or 'Open' state. A Service Desk Supervisor can assign the incident to a Service Desk Engineer.

 

The following section lists the steps to assign an incident

1. Select the 'Incident' from 'Incident' > 'My Incidents' tab or 'Incident' > 'All Incidents' tab or search for the incident. Click the incident.

 

2. In the ‘Change State’ drop down list box, select ‘Assign’  to display the 'Change State' window.

 

3. Refer to the table shown below, select the required information and click 'Change'.

 

Note: 'Specializations' drop down is populated based on the Config Settings key 'Specialization type for the Technicians’

 

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Change State

 

Sr. No

   Field Name

Description

    1

   Location

Select the ‘location’  to which the support engineer is associated with (to whom the incident is to be assigned)

    2

   Department

Select the ‘department’  to which the support engineer is associated with (to whom the incident is to be assigned)

    3

   Filter By

This provides two options: All administrators, Available administrators

     4

   Role

This provides the list of roles, select the specific role to list only users pertaining to that role

     5

   Specialization

Select the specialization to list the technicians belonging to that specialization

     6

   Select User

Based on the above filter selection, users are displayed. Select the user to whom the incident needs to be assigned to

     7

   Comment

A General comment column, that can be used to convey additional information

 

Note: Additional fields 'Additional CC Mail ID' and 'Additional Contact Numbers' are always displayed in the 'Change State' window. Modify as required.

 

4. The incident is now successfully assigned

 

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