Manually assign agents to active requests

Use this procedure to assign agents to active requests in service management (SM) applications.

  1. Navigate to one of the following:
    • [SM application] > Open - Unassigned for a list of requests that no one is assigned to.
    • [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment.
  2. Open the request you want to assign.
  3. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank.
    To look up the assignment group, click the look up using list icon (The look up using list icon) beside the Assignment group field.
    Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to.
  4. In the Assigned to field, enter the agent to handle this request.
    To look up an agent, click the look up using list icon (The look up using list icon) beside the Assigned to field.
    Note: The users in the search results are limited to the users in the Assignment group, if one was selected.
  5. Click Update.
    An email notification is automatically sent to the assigned agent if email notifications are set up for the instance.