ServiceDesk incidents can be reassigned to a service queue.
For example, an employee is out of the office unexpectedly. You can reassign that employee's tickets to a service queue. Any of the users that are assigned to the queue can work the incident during that employee's absence.
To reassign an incident ticket to a service queue
In the Process Manager portal, open the ticket that you want to reassign.
On the ticket's Process View page, in the History section, at the right of the current task line, click the Green Down Arrow symbol.
On the ticket's Workflow Task Details page, in the Page Actions section, click Reassign Ticket.
In the Reassign Incident dialog box, in the Assign to Queue field, type the name of the service queue to which you want to reassign the incident.
(Optional) To search for and select a service queue, perform the following actions:
In the Remove Existing Assignments checkbox, perform one of the following actions: