Assigning and Taking Tickets

Ticket responsibility may be changed at any time. A ticket can be assigned to a group, a person, a group and person, or to no one (unassigned). This article describes how to change a ticket's responsibility. 

To change the responsibility of a ticket:

  1. In TDNext, open the Ticket Details page for the ticket you want to reassign.
  2. Select Assign [Classification] or Reassign [Classification] in the Actions menu at the top of the Ticket Detail page.
  3. Use the New Responsibility type ahead or lookup feature to select a new responsible person or group.
  4. Choose whether or not to notify the person that they have been assigned to the ticket. The default choice is to notify the resource.
  5. Click the "Save" button.

To take ownership of an unassigned ticket, the user must:

  1. In TDNext, open the Ticket Details page for the ticket you want to reassign.
  2. Select Take [Classification] in the Actions menu at the top of the Ticket Detail page.

To mark a ticket as unassigned, the user must: 

  1. In TDNext, open the Ticket Details page for the ticket you want to reassign.
  2. Select Unassign [Classification] in the Actions menu at the top of the Ticket Detail page.
Note: In the instructions above, "[Classification]" can represent any classification. It will show the appropriate classification for the ticket you are viewing. 
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Details

Article ID: 3588
Created
Mon 2/2/15 3:54 PM
Modified
Mon 3/9/20 4:05 PM