CA Service Desk Manager - Transferring a Ticket
This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to transfer tickets.
|Service Desk Interface||Creating Tickets||Viewing Tickets||Updating Tickets||Logging Comments||Transferring Tickets||Closing Tickets||Reopening Tickets||Ticket Escalations||Manual Notification||Searching Tickets|
You are able to transfer a ticket to another Group to resolve. To transfer a ticket:
6. Remove your name from the current Assignee field.You can also transfer a ticket by following the steps listed below:
1. Viewing the ticket
2. Clicking the Edit button
3. Removing the Group and Request Area and select a new one.
4. Remove your name from the current Assignee field.
5. Select Save to return to the ticket.