Taking Over or Reassigning Tickets

Sometimes it might be necessary to take over a ticket that someone else created. For example, the ticket owner might be on vacation or is otherwise unavailable, and the ticket is blocking updates that need to be deployed.

You can also use this procedure to reassign your own ticket to another person.

Before you begin

Following are the permissions required to take over tickets:

  • Admin user—You can assign tickets to yourself or other users.

  • Modify or Review ticket + System > User Management > Users (custom role)—You can assign tickets to yourself or other users.

However, you can assign a user only if the user has the same role as the current ticket owner, or the Admin role. This ensures that the new user has the permissions required to configure the features currently modified within the ticket.

You cannot reassign a ticket that has been submitted for approval.

Procedure

Step 1

Choose System (system gear icon) > Change Management Workflow.

Step 2

Click on All under Tickets in System.

Step 3

Click More (more icon) > Take Over Ticket.

Step 4

Select the user who should now own the ticket.

The list of users is restricted to those who have the permissions required to edit the policies already changed within the ticket. For example, if a ticket contains changes to the access control policy, the list of users contains only those users who are allowed to modify the access control policy.

Step 5

Enter an optional comment and click Takeover.