Sets the selected Resource for a given ticket. If the ticket has already been dispatched and therefore no longer has the status Inquiry
(Anfrage
), this triggers an escalation step for the ticket. Otherwise only the resource is set. The following parameters can be set:
A ticket with the ITIL status Incident
should be handed over to the Incident Manager. For this purpose, a task is created in the Task Planner using the trigger Ticket Changed with the condition ITIL
→ Incident
. Using the job Set Resource the corresponding resource of the Incident Manager is selected.