Assigning Tickets or Change Requests to technicians or technician groups
You can assign a Ticket or a Change Request 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 or Change Request.
Typically, you assign Tickets or Change Requests by using the following workflow actions:
Assign to me - assigns the Ticket or Change Request to you.
Assign to - opens the Assign to window where you can select a Person (a technician), or a Group, or both of them as the Ticket's or Change Request's assignee.