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When moving a ticket between Service Desks, can you also assign it to a particular person/agent?

Ann Farrant

As above, when I move a ticket to another SD, can I set up a button to choose which agent to assign it to?

Thanks

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John Funk

Hi Nicole - you might be able to do that by adding a Transition screen with the Assignee field in it to the Create transition on the workflow attached to the Service Desk you are moving to.

Ann Farrant

Thanks John, I am looking into purchasing an add on for that

John Funk

I suggest JMWE - does a great job!!

John Funk

But you shouldn't need an add-on to do that. Just create a simple screen with the fields you want in it. Then go to the workflow, click on the transition, then click Edit on the transition popup box. You can attach the screen at the next step. :-)