Reassign or Re-Queue an Incident

You might need to assign incidents from your inbox to another staff member or move them back into an incident queue.

These situations commonly require you to move incidents, although your manager may have other guidelines as well.

• You log out for the day—To avoid having unresolved incidents sitting in your inbox when you leave for the day, you might want to assign them to another staff member or place them back in a queue.
• You are assigned an incident you should not have received—When an incident is incorrectly assigned, you can assign it to another agent or group or move it to the correct queue.

1. From an incidents report, right-click the incident and select Open > Incident.
2. Do one of the following:
   • To reassign the incident, click the Assigned drop-down list and select the appropriate group or staff member.
   • To requeue the incident, click the Details tab, click the Queue drop-down list, and select the appropriate queue.
3. Click Save.
   The incident is moved from your inbox to the agent inbox or selected queue.