Assigning and Claiming a Request

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

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

Assign Requests to Other Technicians

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

Option 1: Assign Requests from List Page

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

Assigning Multiple Requests: To assign multiple requests,

1. Select the desired requests.
2. Click the Take Action dropdown. A list of actions appears.
3. Select the Assign option. A list of technicians appear.
4. Select the technician to whom the request 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 Requests from Details Page

On the Request Details page, click on the assignee’s name to assign a request.

Claim Requests

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

Option 1: Claiming from List Page:

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

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

Option 2: Claiming Requests from Details Page:

On the details page, click on the Assigned to dropdown, and select your name to assign a request as shown in the option 2 of Assign Request section.