Reassignment alert groups

Each time a user reassigns an incident, Incident Management updates that incident. When an update occurs, there is no escalation triggered, even if there is no progress to resolve the incident. Therefore, it is possible to reassign an incident without resolving it. Incident Management enables you to set a threshold limit on the number of times an incident can be reassigned in the category record. When this threshold is reached, Incident Management notifies the Reassignment Alert group.

When an incident is reassigned, the assignment profile context changes. If an incident is reassigned to an assignment group on Alert Stage 2, the reassignment on Alert Stage 3 depends on the assignment profile definition of the group that received the incident in the previous escalation.

Related topics

Incident Management overview
Incident Management administrator tasks
Incident Management summary link records
Incident Management contract management records
Alerts and escalation
Alerts and calendars
Incident Management and service level agreements