What actions can agents take in the issue view?

Actions you can take are located at the top of the issue view, right underneath the issue’s Summary.

In this example, the customer has summarized their request as ‘Laptop screen blinks’. Beneath it, are actions you can take to interact with the issue.

You can:

  • Edit the issue to change its details.

  • Comment to communicate with the customer or your service desk team members.

  • Assign the issue to another service desk agent.

  • Transition the issue through its workflow.

  • Share the issue with team members.

  • Print the issue, or export it to XML or Word.

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