Reassigning incidents, problems, or change tickets
ServiceDesk incidents, problems, and change tickets can be assigned to another entity such as a user, group, permission, or organizational unit. For example, if an employee is out of the office unexpectedly, you can reassign that employee's tickets to someone else.
You can assign a ticket to multiple users, groups, permissions, and organizational units.
If you need to reassign the incoming tickets for an employee, you can use the delegation function.
You can reassign an employee's incident ticket to a service queue.