Reassign an Incident

Part of Workflow(s):
Applies to User Roles:

At times you will need to reassign incident records when an Incident Analyst is unavailable.

To reassign an incident:

  1. Click Incident Management > Incident Queue > By Assignment Group.
  2. Select a list of Incident Analyst assignments for a particular analyst.
    1. Click the list in the View Records for which Assignment Group? field, and then select an assignment group.
    2. Click OK
  3. To complete the reassignment of an incident:
    1. Select the incident record to be reassigned.
    2. Clear the assignee in the Assignee field, and then click Fill to select an operator from the list of names to reassign the incident to that person.
    3. Click Save & Exit

Example: Search for a record
Assign an Incident

Incident Assignment (SO2.2)