ITAM / Asset Tickets
Assigning Tickets
Route Sophie's keyboard ticket to Carlos on the Austin IT team, the assignee list comes from the MacBook's workplace default team.
Real-world scenario
Carlos Reyes · IT Admin at Bluewave Labs
Sophie's ticket created unassigned. Carlos opens it from the Open queue, assigns himself, and the Austin IT team sees he owns the keyboard replacement end-to-end.
Before you begin
- Admin role or Manager with canManageTicket for the device workplace team
- Device workplace has assetTicketDefaultTeamId set to Austin IT
Overview
Assignments tell the team who owns a ticket. Assignee options always come from the linked device's workplace default team, so Austin devices route to Austin IT, not the SF team.
Where assignees come from
Each ticket links to a device. The device belongs to a workplace (e.g. Austin Office), and that workplace has an assetTicketDefaultTeamId pointing to Austin IT. Only members of that team appear in the assignee dropdown. Sophie cannot assign tickets; Carlos and qualified managers can.
Step-by-step
- 1
Open the ticket detail view
Find Sophie's keyboard ticket in the list or Kanban and open the Details tab.
- 2
Locate the Assignee field
The dropdown lists members of the device workplace default team. Austin IT for Sophie's MacBook.
- 3
Select an assignee
Choose Carlos Reyes or another Austin IT team member. Multiple assignees may appear depending on configuration.
- 4
Save the assignment
The assignee receives a notification. Activity logs who assigned whom and when.
- 5
Unassign if needed
Clear the assignee to return the ticket to the team queue for triage.
Example assignment
Sophie's keyboard ticket
- Device: MacBook Pro 14 (AUS-ENG-042)
- Workplace: Austin Office
- Default team: Austin IT
- Assignee options: Carlos Reyes, Jamie Ortiz
- Assigned to: Carlos Reyes
Wrong team on device?
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