ITS - JSM Assigning and Moving Tickets

Owned by June Miller (Deactivated)
Last updated: Aug 09, 2024 by Will Harris
3 min read

Assigning tickets to other areas

Team members and agents can assign and move submitted and in-progress tickets that require additional team input.

ITS TSC Submissions is the status of a submitted (new) ticket.

  1. Select a ticket to work on by clicking any link under Key, Summary, Components, or Status. Note that clicking on any column label will allow you to sort by that label.
    In this example, the ITS TSC Submissions queue is sorted by newest on top (Key label), and ISD-35 is selected.

    The dashboard lists a summary of the different tickets and their statuses

  2. Select The Status, and then select Assign to team to re-assign this issue to a designated Component i.e. “Email and Calendar”.

    Using the Workflow drop-down, select Assign to Team

  3. In the new window that opens, Assignee is blank by default for tickets submitted to TSC. Replace "TSC" Component/s with "Email and Calendar."

  4. Use the third field titled Respond to customer to enter the appropriate response to the inquiry.
    Click Assign to team to finish transferring the ticket to Email and Calendar and to send an email to the customer.

  5. You will receive a confirmation request for "Respond to customer." Confirm or cancel.

  6. Notice the buttons at the top of the ticket have changed to reflect the information you have just entered. The ticket has successfully been transferred to the Email and Calendar team.

  7. An agent in Email and Calendar selects the ticket and clicks In progress which will open a window. They will click Assign to me to take over the ticket and complete the work required. When completed, they replace Component/s Email and Calendar with Technology Support Center to re-assign the ticket back to TSC. They will then click In progress to save their changes.

  8. The worker in TSC that takes the ticket will click Resolve this issue and select the default Fixed (or one of the other status options: Won't Fix, Duplicate, Incomplete, Cannot Reproduce, Done, Won't Do, or Declined). TSC will provide follow-up information for the customer and select Respond to customer so they will receive the information. Once work has been completed, click Resolve this issue.

 

Transferring Tickets to other groups (Projects)

Please note: After transferring a ticket, you will be unable to continue to work on it unless you are an agent in that project.

If a ticket you are working on no longer belongs in the ISD project, you can transfer it to another group. For example, if the ticket should go to Engineering Technical Services, or CLAS IT, you can move it to their queue.

  1. Bring up the ticket you are working on. Make a public comment in the ticket to the user that you are going to transfer it to the designated area.

  2. Remove the assignee of the ticket so that it has none.

  3. Use the three dots on the top right to select move.

     

  4. Choose the designate area from the drop down or search for them. Common ones include the following

    1. CLAS IT - CSD

    2. SAIT Service Desk (SAIT)

    3. Engineering Technical Services (ETS)

    4. BUSN IT (SBIT)

  5. Run through the prompts and complete the transfer. There will likely be a bunch of fields that you cannot fill in or don’t know the answer to. Nearly all fields are optional and it’s okay to leave them blank if presented with them. The receiving team will add them once the ticket is in their queue.

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