Re-queuing and reassigning incidents

You might need to manually move incidents from your inbox back into a queue or assign them to another staff member. The following situations commonly require you to move inci­dents; your manager may have other guidelines as well.

•	You log out for the day—To avoid having unresolved incidents sitting in your inbox when you leave for the day, you might want to place them back in a queue or assign them to another staff member.

•	You are assigned an incident you should not have received—When an incident is incorrectly assigned, you can move it to the correct queue or assign it to another agent or group.

To re-queue or reassign an incident:

1	Right-click the incident on the content pane and select Open>Incident.

2	Click the Details tab.

3	Click the Queue drop-down menu and select the appropriate queue.

Or

Click the Assigned drop-down menu and select the appropriate group or staff member.

4	Click the Save And Close button to re-queue or reassign the incident. The incident is moved from your inbox to the selected queue or agent inbox.

For information on re-queuing and reassigning multiple incidents at once, refer to Updating multiple incidents.

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