AL: How To Add or Edit Assignees

Use this workflow to assign tickets to a specific user to appoint ownership to each guest request or internal request.

 

Before you begin...

• Applies to: Employees (Requires at least Employee User Type access).
• Requires access to the Ticket List tab and Add and View Tickets.
• To update assignees on existing tickets, requires access to Edit Tickets.
• Tickets left as unassigned will be available for any user (with access to the associated facility) to take ownership of.
• For tickets that need immediate attention, assign them to users set to Active or Away, as these users will receive notifications on their devices.
• Note: Users with View access will also receive notifications for unassigned tickets.

The Steps

Adding an assignee to a new ticket

1. Click +Guest Request or +Internal Request to initiate a ticket.
2. Enter the ticket details as appropriate.
3. Click the Assigned to field to access the user dropdown.
4. Click Assign To Me to take ownership of the ticket yourself, OR select a user to take ownership.
5. Click Save to create the ticket and send a notification to the assignee.

---

Adding an assignee to an existing ticket

1. Select a ticket to open ticket details.
2. Click Assign.
3. Select a user from the Assign to dropdown (OR to assign to a group of users, select the Facility from the dropdown and leave the Assign to field blank).
4. Click Assign.
5. Click the x to exit the ticket details and return to the ticket list.

---

Editing an assignee

1. Select a ticket to open ticket details.
2. Click the current assignee name, located in the bottom right corner.
3. Select a user from the Assign to dropdown (OR to assign to a group of users, select the Facility from the dropdown and leave the Assign to field blank).
4. Click Assign.
5. Click the x to exit the ticket details and return to the ticket list.

The Result Success: The ticket will be assigned to the designated user or group, and changes will save automatically.

 

Reference: User Activity Statuses

When assigning a user, their name is associated with a color and activity status to provide more information about their availability:

• ACTIVE (green): The user has activity in Alice within the last 15 minutes. This user will receive notifications on their device when assigned a ticket.
• AWAY (yellow): The user is logged in but has not had activity in Alice in the last 15 minutes. This user will receive notifications on their device when assigned a ticket.
• PUNCHED OUT (red): This user is signed in but has manually punched out, typically indicating a break. This user will receive notifications on their device when assigned a ticket.
• LOGGED OUT (grey): The user is not signed in and will not receive notifications if assigned to tickets.