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

[asifnoor]

Hi,

The work notes is visible only to the users having ITIL role. So if you want other users to view this field, kindly assign the role ITIL to them and they will be able to see it.

Mark the comment as a correct answer and helpful if it answers your question.

[Allen Andreas]

Nice signature....about marking helpful or correct, looks familiar...

[Priyanshu]

In the attached screenshots assignment group is not read-only and you can select the required assignment group. and then update the case within progress state and ticket will get routed to the required group. 

Work notes used to be there in Incident for, if you will go more down in the notes Section, you can also add specific person if you want them to view the work notes.