University of Southampton

iSolutions

How to reassign a ticket in ServiceNow

The guidance below explains how to reassign an incident or request item (ticket) from one team to another within ServiceNow.

If you have any queries please contact serviceline@soton.ac.uk.

 

1. Open the ticket you want to reassign

2. Locate the Assignment group field

Assignment group field

In the above example the Assignment group is Business Applications.

3. Delete the existing assignment group and start typing the name of the group you would like to reassign the ticket to, for example HR as below

Assignment group field

A filtered list of teams will appear.

4. Select the required team, for example HR Ask HR

5. In the Work notes field, enter an explanation for why the ticket is being reassigned to the new team

work notes field

6. Select Save at the top of the screen

select save

 

Useful links

Introduction to ServiceNow

Attached files:

Was this article helpful?

If you have any further comments, please put them below.

Please note that feedback is anonymous - if you require a reply or assistance, please raise a ticket via ServiceLine.


Thank you for your feedback, it is much appreciated.

Tweet This Article

Back to List

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive cookies on the University of Southampton website.

×