Archive Moving an existing request to a different issue or request

Reassigning to a related Service Desk issue or another SLA targeted task for the techs 

Select a request type from the drop down on the right side of the screen (Computer Help, General IT Help, Application Help)

Reassigning another Issue Type / Request Type to the Help Desk

If you need to move a request from a separate issue type "File Restore", "Folders Files Permissions", etc follow this guide

Reassigning to "District Apps" Request Type

If a request comes into one of the Tech queues (General IT Help, Computer Help or Application Help) that requires application support outside of the help desk, please do the following:

1. Edit the ticket

   

    or enter (e) as a shortcut to edit.
   
   
2. Update the Application field with the application affected
   

   

3. Change the Request Type to District Apps
   

   

   
   
   
4. Look at the Lead BA in the Application field.
   

   

   
   
   
5. Change the Assignee to the Lead BA found above.
   

   

   
   
   
6. Add an internal comment regarding what has been done so far - if anything.

 Changing the request type to District Apps stops the SLA.

 Assigning it to the Lead BA sends an email to him/her to start the BA steps.

 Adding comments for steps you have done helps the BA and technical lead figure out what to do next.

Reassigning to other issues or Request types

        Click "More v" at the top and then click Move

        Leave the Current Project section alone and in the Current Issue Type Field, select one of the following Issue Types based on the task:

1. For Move Computer requests, select "Move Computer"
2. For New User Account requests, select "New User Account"
3. For Folders, Files or Permissions requests, select "Folders Files Permissions"
4. For Application Reports requests select "Application Reports"
5. For Application Feature requests select "Application Feature Request"
6. For File Restore Requests select "File Restore"
7. For Maximo Enhancement Requests (Regional San), select "Service Request with Approvals"
8. For Maximo Enhancement Requests (SASD) select "SASD Maximo Requests with Approvals"     

***Note: For reassigning Maximo problems or issues, use the District Apps request type.  ONLY reassign them to these Maximo request types if the request is NOT for a problem or fix, but only for a Maximo enhancement.