Assigning a technician/group for a Request

Each technician owns a request and handles it from the time assigned to the time it is closed.

To assign a technician to a request,

• Click the Requests tab in the header pane. This opens the requests list view page.
• Click the subject link of the request for which you have to assign a technician. This opens the View request page.
• Now you will see the list of tasks that can be performed on the requests at the top of the page.
• Click Assign.
• Based on the issue, you can assign this request to the appropriate group, and as well as to the technician who belongs to that group [Or] you can select either of the ones. If you wish to select the technician alone, then choose the technician from the list and click the Assign button to assign the technician to handle the request. Technicians' online/offline status will be indicated by a green/grey circle respectively.

• Alternatively, you can also assign a technician using inline edit option. Click the technician name shown in the request details block.

• Select the technician from the list and click Save.

Bulk assign requests to technicians:

You can also assign multiple requests at a time to a technician.

• Click the Requests tab in the header pane. This opens the requests list view page.
• In the Requests list view page, select the requests to be assigned a technician by enabling the checkboxes beside the subject links of each request.
• Now go to the Assign dropdown at the top of the page. Select a technician name from the dropdown list to assign the technician to the requests you have chosen.