CA Service Management

Expand all | Collapse all

How to assign ticket to the contact which is not a member of any group?

  • 1.  How to assign ticket to the contact which is not a member of any group?

    Posted 01-21-2019 02:22 AM

    How to assign ticket to the contact which is not a member of any group in v17.1?

    for example we have to assign ticket to vendor, but we cannot add them in our groups...how can we assign to them?

     

    Please HELP



  • 2.  Re: How to assign ticket to the contact which is not a member of any group?

    Posted 01-21-2019 03:00 AM

    Hi 

    you cannot assign the ticket until the contact is a member of the group assigned in ticket.

     

    Alternately,

    you can put any analyst in category/request areas, that particular category ticket will directly assign to analyst .



  • 3.  Re: How to assign ticket to the contact which is not a member of any group?

    Posted 01-21-2019 03:32 AM

    You can assign ticket to analyst that is not a member of any group if you first remove the assignment to the group.

    Then any analyst who have appropriate rights trough the data partition can be set as an assignee for that ticket.



  • 4.  Re: How to assign ticket to the contact which is not a member of any group?

    Posted 01-21-2019 05:10 AM

    From where we can remove the assignment to the group, so that any contact/member can assign the ticket.



  • 5.  Re: How to assign ticket to the contact which is not a member of any group?

    Posted 01-21-2019 06:47 AM

    you can do that by editing the ticket



  • 6.  Re: How to assign ticket to the contact which is not a member of any group?

    Posted 01-21-2019 03:24 PM