BOLETÍN OFICIAL DEL ESTADO
FUNDACIÓN CENTRO DE LAS NUEVAS TECNOLOGÍAS DEL AGUA (CENTA)
All users can forward their own tickets to any user in their organization who is a member of at least one queue. Users can also forward tickets to any queue, even if they are not a member of that queue. The recipient of the forwarded ticket will become the ticket's primary resource.
When you forward a ticket, it will be removed from the current user's workspace and put it into the queue and/or on the selected user's workspace and Home > My Tasks and Tickets list.
To forward a ticket:
1. Right-click the ticket on your My Tasks and Tickets list, your Service Desk > My Workspace list, or any other ticket grid and then select Forward/Modify Ticket from the sub-menu.
Or from a Ticket Time Entry or Ticket Note, click Save & Forward/Modify.
NOT E : O n t ic ke t lis t s t h a t fe a t u r e s e le c t io n b o xe s , yo u c a n fo r w a r d m u lt ip le t ic ke t s t o t h e s a m e
r e s o u r c e o r q u e u e . S e le c t s e ve r a l t ic ke t s (b y c h e c kin g t h e b o xe s o n t h e le ft ) a n d t h e n r ig h t - c lic k a n d s e le c tFo r war d /M o d ify S elec ted T ic kets.
2. The Ticket Title and Description fields are already populated with information from the ticket. These fields cannot be edited in this window.
If you are forwarding or modifying multiple tickets, you will have differing Ticket Titles and Descrip- tions, and it is possible that they are currently assigned to difference queues and resources. In this case, Multiple Selected - Keep Current will display in these fields. If the queue is the same for all selected tickets, the queue name will be selected. If the resource is the same for all selected tickets, the resource name will be selected. If none of the selected tickets has a resource assigned, (None
Selected) will be displayed.
3. If you are forwarding or modifying a problem ticket, select the Apply these change to the X inci- dent(s) checkbox to apply the same changes to the problem ticket and any associated incidents. This checkbox only appears when forwarding/modifying a problem ticket type. For more information on problem/incident tickets, refer to"Understanding Problem/Incident Tickets" on page 133.
4. From the drop-down lists in the Queue or Resource fields, select a Queue,a Resource or both to for- ward the ticket to. If you select a queue and a resource, the resource does not have to belong to that queue.
NOT E : Eit h e r a Q u e u e o r a R e s o u r c e m u s t b e s e le c t e d b e fo r e t h e t ic ke t c a n b e s a ve d .
NOT E : An e m a il n o t ific a t io n is s e n t o n ly if t h e t ic ke t o r t ic ke t s a r e fo r w a r d e d t o a n e w r e s o u r c e o r
q u e u e .
5. If needed, include one or more Secondary Resources, or, remove secondary resources already assigned. Click the icon next to the field to open the Add/Remove Secondary Resources window. 6. Users with access to the Service Desk module will see additional fields . To modify these fields and
assign a new value to all selected tickets, select or enter the value into the field. The drop-down options for each field are identical to the ones in the Ticket Detail window.
If the value in a field is shared by all selected tickets, it will be displayed. If the selected tickets have dif- ferent values in the same field, Multiple Selected - Keep Current will be displayed in the field. Required fields are identified by a red asterisk.
The following fields can be modified: Work Type Contract Name Priority Status Issue Type Sub-Issue Type Due Date Due Time Estimated Hours
7. To notify resources and contacts, click the Notifications tab, select recipients and complete the noti- fication fields.
For information on notifications in Autotask, refer toCommunicating in Autotask with Notifications. NOT E : Ch e c k b o xe s o n t h is fo r m w ill r e t u r n t o d e fa u lt e a c h t im e yo u fo r w a r d a t ic ke t . No c h e c k b o x w ill
r e m e m b e r yo u r s e le c t io n . R e fe r t oTic ke t No t ific a t io n Ch e c k Bo x Be h a vio r s.