NeuQs Help Desk Navigation Series
Taking Ownership of a NeuQs Help Desk Call
Help desk call ownership is an important concept in the NeuQs Help Desk. The call owner is the person responsible for the help desk call and so as different people work on the help desk through to resolution it is also important that ownership is passed on.
To take ownership of a help desk call from the current owner…
Click Take Ownership in the call details …
The Take Call Ownership dialogue box will open…
Check Inform Current Owner to send an email to the current owner of the help desk call notifying them of the change of owner. This can be important in order to prevent duplication of work on the call.
Check Remove Current Owner from Assignees to remove the current owner from the list of Assignees on the help desk call. This is important if the current owner is a public user, for example firstname.lastname@example.org, as removing a public user from the assignees would mean that the call would no longer be visible in the public user help desk call listing.
Click Confirm Ownership to complete the process.
You will be notified once ownership change has been saved.
Help Desk Call Ownership Update
As with all changes to a NeuQs help desk call the changes are logged in a help desk call update…
The Owner is changed and an internal update is added to the call.