A ticket/request may need to be reassigned to ensure it is completed in a timely manner. For example, at the end of a shift, if an employee has not closed out a ticket they can reassign it to the incoming shift.
🔐 User Type & Roles
To perform this action in ALICE, the user must have at least Employee User Type access.
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Access to the “Ticket List” tab.
Access to “View” and “Assign” tickets.
Things to Consider
Tickets can be reassigned to a specific individual user or to all users within a Facility.
Once a ticket is reassigned, the assignee(s) will receive a notification on their device alerting them of the ticket.
⚙ Steps
The steps below demonstrate how to reassign a ticket from an individual user to a group of users within a facility.
Tap on the ticket that needs to be reassigned to open it.
Tap the “Assign” field.
Select one of the options presented. Tapping the Facility Name will bring up a list of available Facilities. Tapping the individual user’s name (or “Unassigned” if the ticket has not been assigned to a specific user) will bring up a list of users for the property.
Tap to select a Facility, individual user, or “unassigned”. Then tap “Assign Ticket” to reassign the ticket.
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In this screenshot example, all users who have access to tickets within the Preventative Maintenance facility will be notified and able to take action on the ticket. |
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