Reassign Incident
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SiT! Manual | User Guide → Reassign Incident | Chapter 2 |
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[edit] Reassigning Incidents
During the time an incident is open it can be passed from user to user so that several people may work on a single incident. This could be because the initial owner could not solve the incident on his/her own or because somebody else was better qualified to deal with it.
To assign one of your incidents to somebody else, select the Reassign tab from the incident popup window. You will see that SiT has already suggested and highlighted in green somebody to reassign to, this person is chosen automatically as the most appropriate person to deal with the incident based on availability and skills, you can also click the More... link and select a different user if you would like to choose who to reassign to yourself. In the list, names that are shown in bold text have appropriate skills.
[edit] Temporary Assigns
Another option when reassigning is to make the assignment temporary (a temp-assign), this keeps you as the owner of the incident but also adds another 'Temporary' owner who will also see the incident in his/her queue. This is useful when two colleagues are working collaboratively on the same incident, it is also used by the automatic-reassign feature that assigns incidents temporarily to substitute engineers when somebody is away.
[edit] Automatic Temp-assigns
Incidents assigned to a user will be automatically temp-assigned to substitutes when the user set his/her status to 'Not Accepting'. The temp-assign will be removed when the user sets his/her status back to 'Accepting' except where updates have happened on the incident while it was temp-assigned.
