Allow Agents to Assign an Incident while Viewing Incident (without clicking Edit Incident)

Idea created by John C Lyons on Jul 31, 2017
    Implemented
    Score305

    Agents need to be able to add public/private comments to an Incident and Assign to someone else quickly while viewing.

     

    For example a supervisor opens/views an Incident. Sees the work that needs done, knows who to assign to, wants to type them a private comment then assign to them. All in the same place. Quickly and easily.

     

    The Assign option should be accessible while Agents view an Incident instead of having to click "Edit Incident" -- which opens up a whole lot of issues with Service Catalog initiated incidents.

    What problem will this feature solve?:
    It would eliminate the extra steps of viewing a ticket to make a comment and then bouncing back to the Incident filter list to assign to another Agent.