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Assigning Service Requests

When you create a service request, the owner field is blank. You can either assign the owner manually or, if your company is using assignment manager, the owner is automatically assigned when you save the record.

If a service request has already been assigned, you can reassign the request in any of the following ways:

  • Change the owner name.
  • Select the Reassign Owner check box.
  • Delete the owner's name.

Selecting the Reassign Owner check box or deleting the owner's name triggers assignment manager to process the service request again and assign it according to the rules set up by your company.

NOTE: If a service request has a status of closed, it is ignored by the assignment manager and is not reassigned.

The name in the Owner field is changed when you save the record. However, the processing time for reassigning records can vary depending on the complexity of your company's assignment rules, the number of records to be reassigned, and current system load.

To manually assign a service request

  1. Find the service request.

    For instructions on finding service requests, see Finding Records.

  2. On the Service Request List page, position your cursor in the Owner field and then click the search icon.
  3. In the search window, search for the person and click select.

Published 05/11/2007