IT Service Transformation Program
Ticket Etiquette
Not Your Ticket? Requeue Quickly
Make sure the new team is notified when you requeue tickets. CG8 doesn’t automatically requeue a ticket when the team changes.
Requeue makes the ticket revert to New status for the other team. It also notifies the new team about the ticket.
If you only click Save when requeuing tickets and don’t click Requeue, the new team won’t know there’s a ticket waiting.
Prevent tickets from getting lost in the shuffle:
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Click Accept.
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Remove the name in Assigned To.
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Change Owner to the new owner. Type the first few letters to auto-populate the field.
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Write in Internal Notes why you’re reassigning the ticket.
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Important: Click Requeue. This saves the ticket and reassigns it to the new team. If you don’t click Requeue, the new team won’t be alerted that a ticket is waiting.
To search for these tickets:
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Add the columns Owner and Assignee to your view in Incident and Service Requests.
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Then search by Requestor (if known).
