Active Resource is not listed when assigning tickets

Issue

Active resources in the system are not listed when trying to assign a ticket.

Causes

  • You need to add the resource to at least one service desk role and one queue.

  • The ticket category contains a custom list for the Primary Resource (Role) or Secondary Resources (Role) in which the resource is not included.

Resolution

Verify the resource has a queue and service desk role assigned:

  1. Go to Left Navigation Menu > Admin > Admin Categories > Organization Settings & Users > Resources/Users (HR) > Resources/Users (HR) > Resources/Users > Edit Resource.

  2. On the Associations tab, select at least one Service Desk Queue and one Role. Refer to Complete the Associations tab.

Once the resource has both a queue and a service desk role they will be available in the drop-down list of resources to assign the ticket.

Verify the ticket category's custom list has the resource listed:

  1. Go to Left Navigation Menu > Admin > Admin Categories > Features & Settings > Service Desk (Tickets) > Ticket Categories > Context menu > Edit

  2. On the Details tab, select the custom list for Primary Resource (Role) or Secondary Resources (Role) and make sure the affected resource is listed.