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.
7. In the User Description field, add your justification for why you are transferring the ticket. This is so the group receiving the ticket understands why they are receiving the ticket.