Delegating Ticket
The option of Delegate Ticket allows the current attendant to change group or user in charge for its execution. It will be only possible to delegate the responsibility to groups which the person who is delegating belongs.
Before getting started
To delegate a ticket, it's necessary to have permission to execute this action and to configure the option of Delegation in the flow linked to the ticket.
Procedure
- Access the functionality Ticket Management through the main menu Processes > Request and Incident Management > Service Request and Incident;
- Click on the ticket you want, select the button “More Options” and then on "Delegate";
- Select the user/group;
- Justify the delegation.