You have the option to re-assign the tickets from one Help Desk Manager to a different Help Desk Manager using the override feature.
This will be beneficial in cases where one of your Help Desk Manager is temporarily not available and the tickets can be moved or assigned to another Help Desk Manager.
If you need a permanent change of Help Desk Manager, you need to go to Transactions-->Help-->Communication and Collaboration-->Help Desk
Click "Configure".
For more details on the process refer to “How to Configure Helpdesk” by clicking here.
On the Home Page click “Transactions”.
Scroll down to “Communication and collaboration”.
Click “Help Desk”.
Click “Override” under “Configure”.
Select the Actual assignee of the tickets in the Original Assignee dropdown.
Select the person to whom you assign it temporarily in the Reassign dropdown.
Select the status of the ticket and click “Assign”.
Please note that only “Raised” tickets can be re-assigned.
You can assign tickets with the following status i.e.
- In Progress
- Resolved
- Closed
Once the tickets are assigned, you can use the "Reply" option to respond to the tickets.
