Changing the person currently in charge of a helpdesk issue.
Only the person currently in charge of a helpdesk issue can transfer it to someone else. Click the assign button (1) to select a new person to transfer the helpdesk issue to.
Click Yes to proceed.
If the Helpdesk issue was originally assigned to a team, you have a further option here to release the issue back to the team so that someone else can pick it up instead. Click the Team button to do this.
NOTE: All reassignments of issues are logged as events, linked as appropriate to the issue itself and the relevant team and or individual/s.
If you have chosen to pass the issue on to someone else you will see the contact selection list.
On the helpdesk issue record, the person in charge will change to the newly selected person.
Whenever a helpdesk issue is passed on to someone else, the event is logged in the events list. Click the Goto button (1) next to the relevant event to view the event.
The event confirms the helpdesk issue transfer (1), the date of transfer (2), who it was transferred from and to (3) and the records linked to the event (4).