Assigning Tickets to Yourself and Other Users

When a Data Change Management ticket is created, it is automatically assigned to the user or group who is the owner of the rule set, contact type, or marketing list.

When a ticket is assigned to a group instead of just one user, there may be some confusion as to who is handling the ticket. If several data stewards in the group are responsible for a contact type or marketing list, several users may work on a ticket without knowing that they are duplicating work. To handle these situations, Data Change Management users can assign tickets to themselves or other users.

If a user assigns a ticket in his or her Inbox to another user, the ticket is removed from the list of tickets for which he or she is responsible and added to the list of tickets for which the other user is responsible. If you are viewing the Data Manager Inbox, the ticket always remains visible because the Data Manager Inbox displays all open tickets.

When a ticket is reassigned to a different user or group, the reassignment of the ticket is recorded in the ticket history. For more information, see Viewing Data Change Management Ticket Details.

To Whom Can a Data Change Management User Assign a Ticket?

Because data managers have full access to all Data Change Management Tickets, data managers can assign any ticket to any user.

Other Data Change Management users or users who are a member of a Data Change Management group that do not have data manager privileges are more limited. These users can only reassign tickets to:

• A group in which the user is a member.
• Another user who is a member of the group in which the current user is a member. For example, if both Jess Vetter and Elena Cutri are members of the Client Administrators group, Elena can assign a ticket to herself, the Client Administrators group, or Jess Vetter.

Assign a Ticket to Yourself

1. Log on to the InterAction Windows Client as a Data Change Management user.

2. Choose Tools > Data Change Management Inbox - By Ticket.

3. If the ticket you want to assign to yourself is not currently in your Inbox, open the Inbox that contains the ticket you wish to reassign to yourself.

   To open a different Inbox, choose View > Switch Inbox View.

   TIP Alternately, you can search for tickets to find a ticket you want to assign to a different user. For details on searching, see Searching for Data Change Management Tickets.

4. Select the ticket you wish to reassign to yourself in the list of tickets and choose Ticket > Assign to Me.

   To select several tickets, mark the tickets first.

Assign a Ticket to Another User or Group

1. Log on to the InterAction Windows Client as a Data Change Management user.

2. Choose Tools > Data Change Management Inbox - By Ticket.

3. Open the Inbox that contains the ticket you wish to reassign.

   To open a different Inbox, choose View > Switch Inbox View.

4. Select the ticket you wish to reassign in the list of tickets and choose Ticket > Assign.

   To select several tickets, mark the tickets first.

5. Select the user or group to which you want to assign the ticket.

   If you choose to assign a ticket to a user, you can send an email to that user to alert them that a ticket has been assigned to him or her by selecting the @ check box.

   

6. When finished, choose OK.