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Incident assignment based on staff updates
Answer ID 930   |   Last Review Date 12/19/2018

When I open the incident, it is still assigned to the original staff member (not the one who updated the incident). Is this supposed to work this way?

Environment:

Incident workspace, Responses

Resolution:

How incidents are reassigned upon editing depends on whether the incident was already assigned to another staff member and whether a response to the incident is sent.


Case 1: Staff member updates an incident that is assigned to another staff member and does not send a response

 

If a staff member updates an incident that is assigned to another staff member (without sending a response to the contact), the incident remains assigned to the original staff member. With this design, non-assigned staff members can add information to the incident, i.e. to a notes field, for example, without changing the assignment.



Case 2: Staff member sends a response to an incident that was assigned to another staff member
 

Whether incidents are reassigned when another staff member responds to the incident is controlled by a property in the incident workspace used by the staff member.

Within the incident workspace, the Reassign the Incident When Send On Save is Selected property for the Incident Thread relationship item specifies whether an incident is reassigned when a response is sent for an incident.

To access this property you must click within the incident thread and then from the Design tab, select Response Options > Reassign the Incident When Send On Save is Selected.

The options for the property are:

  • No Change -- The incident's Assigned field does not change.
     
  • To Current Agent -- The Assigned field changes to the staff member working the incident. 
     
  • To Unassigned -- The Assigned field is set to No Value.

Note: This property can be set differently for different workspaces, so the functionality may be different depending on the staff member and the workspace assigned to them.


Case 3: Staff member updates an incident that is not assigned to anyone

 

If a staff member updates an incident that is unassigned (without sending a response), the incident remains unassigned. As in case 2 above, whether an incident is reassigned when a response is sent depends on how the Reassign the Incident When Send On Save is Selected property for the Incident Thread relationship item is configured within the incident workspace.