Reassigning Questions

Definition

Reassigning is changing the support team member responsible for handling a specific question.

Usage

Questions are reassigned to persons who are expected to handle them more efficiently. Reassignments can occur in two ways:

• Due to the application of escalation rules;

• As a direct user action (described below).

The difference between the two methods is that manual reassignment usually allocates questions to those team members who are directly responsible for handling them, while escalation rules may assign questions to the intermediate person who may then reassign them directly to appropriate users.

Manual reassignment may occur individually (described below) or collectively.

Procedure

Select the question in the list and click the Reassign button or access the question’s details view page and click the Reassign button.

In the reassign page, you can view the complete up-to-date discussion thread and change the assignee in the Assign to picklist. You can also add a text note on the action in the large text-entry area and/or attach a new file to the question by specifying its local path in the Attach File field.

To save the new assignment, click the Submit button.

Automatic e-mail notifications are generated according to notification settings when applicable.

Next: Closing Questions