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.
The user must also have the following settings within “Roles” enabled”
Access to the “Ticket List” tab.
Access to “View” and “Assign” tickets. (Selecting “Assign” will automatically also enable “View”)
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.
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.
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.