Pick Up/Assign Problems

Pick Up/Assign Problems

Pick Up Problems 

Technicians can self-pick up unassigned problems.This reduces the waiting time to assign the problem and increases the turnaround time.
  1. Go to the Problems module and select the respective customer from the filter in the header.
  2. In the Problems list view or template view, select the problems to pick up.
  3. Click Pick Up on the toolbar.

Assign Problem to Technician 

Each technician owns a problem and handles it from the time assigned to the time it is closed.
Role Required: SDAdmins; Technicians with Assign Technician permission
Go to the Problems module and select the respective customer from the filter in the header.
  1. Open the problem to be assigned.
  2. In the problem details page, perform one of the following actions:
    1. Click Assign on the toolbar.
    2. Select the Technician drop-down on the right pane.
  3. Select the Site, Group, and the Technician from their respective drop-down menu and click Assign.

You can also use the inline edit option on the Technician field to assign a technician instantly.


Assign Problems in bulk
On the list view or template view,
  1. Select the problems to be assigned to a technician.
  2. Click Assign on the toolbar.
  3. Select the technician from the drop-down menu.
  4. Click Assign.