Reassigning a Record

Video Tutorial

Overview

A Record (Case/Problem/RFC) can be reassigned by right-clicking on a Record and selecting Tools ... > Reassign.

This will open the Re-Assign Window where the Record can be reassigned to another User or Team.

To reassign the Record, select the desired Team/Skill Group/User combination (depending on your requirements); the Send Assignment Alert to User checkbox will be greyed out unless a User is selected. We recommend always reassigning to a specific User and sending an Assignment Alert by entering a message in the Comments textbox.
Select Ok to reassign the Record and send the Assignment Alert.

Alternatively, a Record can be reassigned by accessing it and changing the categorisations from within.