Assigning and Claiming a Change

When a change is created, the default status is Unassigned. The change requests need to be assigned to an agent before one starts working on it. You can assign a change using two approaches:

• Assign changes to other people.
• Claim requests (assign to yourself).

Assigning Changes to Other Technicians

Assigning a change to a Technician makes that person responsible for the change. The assigned technician then becomes the point of contact for all matters related to the change. An assigned Technician has the privilege to initiate an approval process when required.

Option 1: Assign Changes from List Page

Assigning a Single Change: You can assign one change using the inline edit. In the Assigned to column, click on the name of the technician and choose a new technician from the dropdown.

Assigning Multiple Changes: To assign multiple changes,

1. Select the desired records.
2. Click the Take Action dropdown. A list of actions appears.
3. Select the Assign option. A list of technicians appears.
4. Select the technician to whom the change is to be assigned.

Once the technician is selected a confirmation message appears. Click Yes to continue or No to discard the action as shown below.

Option 2: Assign Changes from Details Page

On the Change Details page, click on the assignee’s name to assign a change.

Claiming a Change

You can assign changes to yourself and take its ownership. You become the point of contact and can initiate an approval process. Steps to claim a change is same as assigning the change to other technicians.

Option 1: Claiming from List Page:

• To claim a single change, you can use inline edit, and assign change to yourself.

• To claim multiple changes, select the changes, click Take Action dropdown, and select the Claim option as shown below.

Option 2: Claiming Changes from Details Page:

On the details page, click on the Assignee dropdown, and select your name to assign a change as shown below.