How to reassign the ticket?

[manmathpanda]

Hi Developers,

I have a reqirement like below

When a query comes to HRDesk and Hr people look into this , meanwhile they have no sollution for this to resolve, in this case they forward this ticket to SME(Subject Matter Expert) for resolving the issue. Once the query resolved by the SME, SME will send back to HR to close the ticket?

Here how the ticket will be reassigned from SME to HR people once the ticket comes from HR to SME?

Regards,

Manmath

[Priyanshu]

if SME is writing something in work notes then it will be available for HR people also as work notes are for the internal member.

As you told assignment group is read-only, there must be some state which you need to select, once you are done with your part on the ticket. probably based on state ticket routing will be done or it will get back to que.

will not be able to help you without having a look into your incident form.

[manmathpanda]

Hi Clinde,

PFA for the table HR ASSIST.

This above is the my form

1) ok if the communication is done by worknotes then it is only visible to them who are communication , is this communication can be seen by SM(manager) or not?

2)Here i am not getting any worknotes , how can i get that?

[asifnoor]

The content entered in the work notes is visible to all internal members present on the ticket.

The work notes is visible on the task table and all its extended tables. If it's not available on your form, right-click the form and click on configure -> form design and drag the work notes field from left side on to the form.

Mark the comment as correct/helpful if it helps.

[manmathpanda]

Hi Asifnoor,

I added worknote in the form but as a admin  i can see but it is not visible to HR? Please suggest me what to do?

Regards,

Manmath

[asifnoor]

Okay.

Is the view that the HR seeing is same view as admin? Kindly verify that?

If yes and if the work notes field is not visible, then it could be due to ACL. Go to ACL and give read access to this column for the HR role.

Mark the comment as correct/helpful if it helps.