Summary:

This article will provide the process needed to re-assign a ticket from one queue to another so that the appropriate team can work the ticket.

Content:

In some cases tickets will need to be queued to the appropriate 2nd level support. Please review all case notes before queuing as you may need to interact with the ticket a bit more.  Typically you can determine which team it should go to by the 'Service Category' at the top. If you are not able to determine where the ticket should go after reviewing the responsibility matrix, ask the TD overseer found in the Teams calendar. If not available, a person in Academic Technology Support and Training (ATST)

1. Click on the ticket from the Shared Student to open it, and note the service
   1. Verify all needed information is present in the ticket, if not update the ticket and asked for any missing information.
2. Click on Actions
3. Select Re-assign service request
4. In the New Responsibility field, type in a name of a group.  In almost all cases tickets will be reassigned to a Group and not a specific user unless that user specifically asked for the ticket  Start typing a department name ( See responsibility matrix)
5. If there are specific notes that may help the next user with the ticket please include.  This may include any steps you have taken in attempt to resolve the ticket.
6. Click Save in the upper left.

Need Additional Help?

Contact the ET&S Help Desk team on your local campus.