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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.

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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:

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