Transfer an Activity

Important:

Updated Content Available: As part of our ongoing initiative to consolidate our documentation with up-to-date use cases, this page is being transitioned. The latest content is available in Collaboration. We recommend that you update your bookmarks accordingly.

You can transfer a pending activity to another resource or a help desk user using Collaboration, as part of your work.

You can't transfer the activity, if any of these conditions is true:

• You don't have the necessary permissions.
• The action isn't permitted by the activity type settings.
• The activity status is other than Pending.

1. Open Collaboration with a user or helpdesk.
   You can transfer an activity only during a one-to-one chat.
2. Go to Dispatch Console, select a bucket in the resource tree.
   All the activities in the selected bucket appears.
3. To transfer an activity, drag it to the Collaboration pane and:
   1. Click the Transfer option.
   2. Click the Send icon.
4. Or, transfer the activity from the Activity Details page:
   1. Open the Collaboration window.
   2. Select the user to which you want to transfer the activity.
   3. Click the options menu and select Share/Transfer activity.
   4. Click the Send icon.

Results:

The recipient receives an alert to accept the activity. The activity is transferred or reassigned only after the recipient accepts it. If the transfer is canceled because the transfer times out or fails, you can transfer it again using any of these procedures.