Use this procedure to assign agents to active requests in service management (SM)
Navigate to one of the following modules:
for a list of requests that no one is assigned to.
for a list of all open requests, regardless of their
Open the request you want to assign.
In the Assignment group field, enter the group that
handles this kind of request. If no groups are available, leave this field
To look up the assignment group, click the reference lookup icon (
) beside the Assignment group
Note: You do not have to select an assignment group, but doing so
limits the users you can assign the request to.
In the Assigned to field, enter the agent to handle this
To look up an agent, click the reference lookup icon (
) beside the Assigned to
Note: The users in the search results are limited to the users in the
Assignment group, if one was
An email notification is automatically sent to the assigned agent if
email notifications are set up for the instance.