Delegate Ticket
2 min
The option of Delegate Ticket allows charging the execution of a ticket to a user or group you want. Obligatory, it will be only possible to delegate the responsibility to groups to which the person who is delegating belongs, which occurs when opting for a user (it will be only authorized for members of the groups to which the incumbent is part).
Before getting started
Make sure to have permission to execute the ticket and configure the option of Delegation in the flow linked to the ticket.
Procedure
- Access the functionality of the Ticket Management through the main menu Processes > Request and Incident Management > Service Request and Incident;
- Click on the ticket you want, select the button “More Options” and then on "Delegate";
- Select the user and group;
- Justify your choice.