Delegating Ticket
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 of).
Before getting started
To delegate a ticket, it is necessary:
To have permission to execute it; and
To configure the option of Delegation in the flow linked to the ticket.
Procedure
- Access the Ticket Management functionality through the main menu Processes > Request and Incident Management > Service Request and Incident;
- Click on the ticket you want, select the "More Options" button, and then on "Delegate";
- Select the user/group;
- Justify your choice.