If you see a request in a queue and already know which agent you need to assign it to, you can do so by inline editing the Assignee field.
To assign a request from your queue:
From your service desk project, go to Queues.
Select a queue that your request is in.
Click the Assignee field for the request you want to add an assignee to.
Choose the agent you want to assign to the request.
Was this helpful?