@LGaither 480de49 corpuschristi Thank you for submitting your question to our community!

Do you have the permissions to change the agent on the ticket? 

Hi 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.

@LGaither 480de49 corpuschristi If that is the case, I would suggest creating a rule to automatically assign those issue types to you. Do you have access to rules or only your iiQ admin? 

No access to rules, but we just went live yesterday, so it may take some time to fine tune access policies.  :)

Thanks!

@LGaither 480de49 corpuschristi Please keep me updated on how its going! 

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.  :)

@LGaither 480de49 corpuschristi Love that workaround for you!!