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Assigning and Claiming a Problem

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

  • Assign problems to other people.
  • Claim problems (assign to yourself).

Assign Problems to Other Technicians

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

Option 1: Assign Problems from List Page

Assigning a Single Problem: You can assign a single problem using the inline edit. In the Assigned to column, click on the technician’s name, and choose a new technician from the dropdown.

Assign a Problem to Technician
Assign a Problem to Technician

Assigning Multiple Problems: To assign multiple problems,

  1. Select the desired problems.
  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 problem 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.

Selecting and Assigning Problems
Selecting and Assigning Problems
Confirmation Message
Confirmation Message

Option 2: Assign Problems from Details Page

On the Problem Details page, click on the assignee’s name to assign a problem.

Assigning a Problem to Technician from Details Page
Assigning a Problem to Technician from Details Page

Claim a Problem

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

Option 1: Claiming from List Page:

  • To claim a single problem, you can use inline edit, and assign problem to yourself.
Select your name in technician dropdown
Select your name in technician dropdown
  • To claim multiple problems, select the problems, click Take Action dropdown, and select the Claim option as shown below.
Bulk Claim
Bulk Claim

Option 2: Claiming Problems from Details Page:

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

Claim Problem on Details Page
Claim Problem on Details Page