The guidance below explains how to assign an incident (INC) or a request ticket (RITM) to another team within ServiceNow.

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

Overview of assigning a ticket to another group or tenancy

Incidents (INC) can be reassigned:

• to a different group part of the same tenancy (for example, from "ServiceLine" to "IRT" within the tenancy IT) by using the function "Assignment Group"
• to another team part of a different tenancy (for example, from a team part of the IT tenancy to a team part of HR) by using the function "Transfer to another tenancy".

Requests (RITM) can be reassigned to another team from the same tenancy or part of a different tenancy by using the function "Assignment Group".

Note: If you need to reassign a RITM to the HR team, you will need to change it to an INC and then reassign it by using the function "Transfer to another tenancy"

---

Back to the top

 

Assigning a ticket to another group within your tenancy

1. Open the ticket you want to reassign

2. Locate the Assignment group field

In the above example the Assignment group is Incident Response.

3. Delete the existing assignment group and start typing the name of the group you would like to reassign the ticket to

A filtered list of teams will appear.

4. Select the required team, for example Business Applications Support

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

6. Select Save at the top of the screen

 

---

Back to the top

 

Assigning a ticket to a group in a different tenancy

Recommendations

Before assigning a ticket to a team which is part of a different tenancy, please remember:

• When you transfer an Incident to another tenancy, you will change who can access the record (from the starting tenancy to the new tenancy). This means that neither you or your team will be able to access the ticket unless you add yourself to the watch list
• If the INC contains sensitive information, please consider whether it's appropriate to give visibility to another tenancy before transferring

Instructions

1. Open the ticket you want to reassign

2. Select the icon Transfer to another tenancy. You can find it close to the field Logged for

 

3. A new window will appear. From there:

1. Open the Logged for drop-down menu 
2. Select the tenancy
3. The Assignment group will be populated automatically. Enter the name of the right team if necessary

4. In the Work notes field, enter an explanation for why the ticket is being reassigned

5. Select OK

---

Back to the top

 

Related content

Introduction to ServiceNow