Assign a technician
The “Assign
technician” action can be used to assign a level 1 or a level 2 technician
to the incident.
·
When a technician is assigned or
reassigned to an incident, the status is set to “Assigned”.
The only
exception to this is when the incident is marked as “Pending”. An incident marked as “Pending”
will remain pending.
·
The technician assigned to the
incident will be notified in two ways:
- Once assigned, the incident will be contained within the assignee’s
“My incidents” list,
and will be displayed in bold font (similar to new messages in Microsoft
Outlook).
- A notification will be sent to the assignee. Click here to learn more about the various incident notifications.
·
If the assigned technician is
removed, the incident’s status will be reset to “New”, and the incident will find itself
once more contained within the “New”
incidents list so that it may be processed.
·
The “Assign technician” action is also used to escalate an incident to
a level 2 technician. Click here
to learn more about assigning an incident to a specialist.