Skip to main content

Case ManagerCase Manager Documentation

Version: i56

Table of Contents

Manually Assign an Incident to a Queue, Assignee, Priority, or Status

When you create an incident, it is assigned the unassigned queue, unassigned assignee, medium priority, and new status by default. Reassign an incident to better fit your needs.

To change more details about the incident, like incident type, description, or who can access the incident, edit the incident.

  1. On the INCIDENTS page, hover over an incident, then select edit A grey pencil..

  2. Edit the Queue, Assignee, Status, or Priority.

  3. Click SAVE.

    If you reassign the incident to a new assignee, that assignee is notified via email if their email is in the system. If you reassign the incident to a new queue, no one is notified.