When you are inside the ticket and see that you need to change the group of it to another teams group you will need to ensure you do as per below steps: 


  • Select the group you need to change the ticket group to
  • Set the status to Action with Control Tower

Scenario If Requester has to be updated

If the requester needs an update as well(for example Cancellation process etc.) 

  1. Reply to request
  2. Set the status to Action with Control Tower
  3. Select the group you need to change the ticket group to
  4. Hit Update
  5. Send Reply


Scenario If Requester does not need to be updated

  1. If the requester does not needs to be updated
  2. Forward to the team responsible for the next step in the process and assign it to the appropriate group. finally set the status to Action with Control Tower.
  3. Hit Update
  4. Click on Forward