Assigning & transferring tickets

If a ticket you claimed is better suited to a particular user or queue, you can reassign and/or transfer it accordingly. This can be helpful if a circulation question was submitted to your reference queue, or if a particular research question would best be answered by a subject specialist.

  1. Open the ticket and click on the Assign/Transfer tab.
  2. If you'd like to use a macro, select it from the Apply a Macro to this Ticket dropdown and click the Apply button.
  3. Select the type of transfer to make in the Transfer to dropdown.
    • To transfer to another user in the current queue, select "User".
    • To transfer this ticket to another queue, select "Queue".
  4. If you are transferring the ticket to another queue, select which queue to transfer it to.
  5. Select the user to whom you want to reassign the ticket.
    • If you want to transfer the ticket to another queue without assigning it to a user, select "Do not assign to a specific user".
  6. If desired, use the rich text editor to leave an internal note in the ticket when you transfer it.
  7. Use the Files uploader to attach files to the transfer.
    • Grab the file from your desktop and drag it into the uploader. 
    • Or if you prefer, you can click on the uploader to choose a file from your desktop.
    • The maximum size is 20 MB per file, but you can upload multiple files.
  8. If you'd like to CC the internal note to another user, select them from the CC Note to dropdown.
    • Users must have either a LibAnswers user account or have been added to your LibAnswers address book.
  9. To add this ticket to a Ref Analytics dataset, select the dataset from the Add to Analytics dropdown.
  10. Click the Submit button.
    • By default, the ticket will be submitted at its current status.
    • Click on the Submit button's dropdown to transfer the ticket with a different status.

Example of transferring a ticket

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