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. 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.


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

 The activity is added to the Activities Tab.




Keywords:aits, training, SDM, r14.1   Doc ID:66877
Owner:Shawn L.Group:University of Illinois System
Created:2016-09-13 09:28 CSTUpdated:2018-11-07 16:43 CST
Sites:University of Illinois System
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