I have discovered that when viewing a filtered group of tickets that are assigned to my team, IIQ does not allow me to bulk assign them to an agent (myself in this case). Am I missing something?
Solved
Bulk assignment to agent
+2Best answer by LGaither 480de49 corpuschristi
Well, I figured out a work around….make bulk ticket selections and then “Work” them and add a generic action and mark them in progress. Of course, when I complete the “Work Tickets” step, they are assigned to me. :)
+18Do you have the permissions to change the agent on the ticket?
+2Hi Kathryn,
My status is as a simple agent. Actually, looking at a ticket I am currently working on, I don’t see an option to change the agent to someone else, and even when I am looking at an individual ticket assigned to my team, the “Assign to Me” button doesn’t do anything.
I CAN click on “Start Ticket” and it will essentially assign it to me. I generally take care of some specific categories of tickets we handle, so I was hoping to view a filtered list with those issues and assign them to me all at once.
+18+2No access to rules, but we just went live yesterday, so it may take some time to fine tune access policies. :)
Thanks!
+18+2Well, I figured out a work around….make bulk ticket selections and then “Work” them and add a generic action and mark them in progress. Of course, when I complete the “Work Tickets” step, they are assigned to me. :)
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