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.


You are able to transfer a ticket to another Group to resolve. To transfer a ticket:


1. View the ticket.

2. From the Ticket Detail window, select Activities, then Transfer.

TransferTicket

3. Remove the group listed in the Group box. 

4. Click the hyperlink for the New Group field to search for a new group.

A Group List window will open in a separate window.

GroupList


5. Select the group’s hyperlink in the Name column.


6. Remove your name from the current Assignee field. 


7. Click the Save button to return to the ticket.

 The activity is added to the Activities Tab.


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.



Keywords:aits, training, SDM, r14.1   Doc ID:66877
Owner:Shawn L.Group:University of Illinois System
Created:2016-09-13 10:28 CDTUpdated:2016-10-28 13:11 CDT
Sites:University of Illinois System
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