search cancel

Service Desk - Changing the re-opened ticket assignee

book

Article ID: 188500

calendar_today

Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

When reopening a ticket on end-user, it is directly assigned to the IT Analyst who was working on that ticket the last time. This IT Analyst can be on vacation or not available for any reason.

How to change the process to assign the ticket to a Group or another IT Analyst?

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

By Design, reopening a ticket does not reassign it to another IT Analyst. When a ticket is closed, it still has an assignee, and the assignee would not change at all. You can create some spel code to blank out the assignee and/or the group when the status changes from closed to another status, but it means customization. You have to be careful with customization not to impact future upgrades.