Assigning Tickets to technicians or technician groups

You can assign a Ticket to an individual technician or to a technicians' Group. The assigned technician is shown in the Assignee field, the assigned Group is displayed in the Assignee Group field on the General tab of a Ticket.

Typically, you assign Tickets by using the following workflow actions:

  • Assign to me - assigns the Ticket to you.

  • Assign to - opens the Assign [Ticket Class] window where you can select a Person (a technician), or a Group, or both of them as the Ticket's assignee.