Service Desk - Changing the re-opened ticket assignee
Article ID: 188500
CA Service Desk ManagerSUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceCA Service Desk Manager - Mobile ApplicationCA Service Desk Manager - Xtraction
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?
Release : 17.2
Component : SERVICE DESK MANAGER
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.