/reassign-ticket

description: Reassign a ticket to a different resource or queue
argument-hint: "<ticket_id> [resource] [queue] [note]"
arguments: [ticket_id, resource, queue, note]

Reassign Autotask Ticket

Reassign a ticket to a different resource or queue for workload balancing and escalation workflows.

Prerequisites

• Valid Autotask API credentials configured
• Ticket must exist and be accessible
• User must have ticket update permissions
• Either resource or queue (or both) is required

Steps

1. **Validate ticket exists**

• Use `autotask-mcp/autotask_get_ticket_details` to fetch ticket
• Display current assignment for confirmation

2. **Resolve target assignment**

• If resource provided, lookup resource ID via `autotask-mcp/autotask_search_resources`
• If queue provided, lookup queue ID via `autotask-mcp/autotask_list_queues`
• Validate resource/queue exists and is active

3. **Apply reassignment**

• Update ticket with new assignee and/or queue
• Preserve other ticket fields

4. **Add reassignment note (if provided)**

• Use `autotask-mcp/autotask_create_ticket_note` to document reason
• Mark note as internal for audit trail

5. **Confirm changes**

• Display updated ticket assignment
• Show reassignment summary

Parameters

| Parameter | Type | Required | Default | Description | |-----------|------|----------|---------|-------------| | ticket_id | integer | Yes | - | Ticket ID to reassign | | resource | string | No* | - | Resource email or name | | queue | string | No* | - | Queue name | | note | string | No | - | Reassignment reason |

*Either resource or queue (or both) is required

Examples

Reassign to Resource

/reassign-ticket 12345 --resource "jane.doe@msp.com"

Reassign to Queue

/reassign-ticket 12345 --queue "Level 2 Support"

Reassign with Note

/reassign-ticket 12345 --resource "jane.doe@msp.com" --note "Taking over while John is OOO"

Escalate to Queue with Note

/reassign-ticket 12345 --queue "Escalations" --note "Escalating per customer request - needs senior engineer"

Change Both Resource and Queue

/reassign-ticket 12345 --resource "senior.tech@msp.com" --queue "Escalations" --note "Escalating complex network issue"

Unassign from Resource (Queue Only)

/reassign-ticket 12345 --queue "Service Desk" --note "Returning to queue for reassignment"

Output

Successful Reassignment

Ticket Reassigned Successfully

Ticket: T20240215.0042 (ID: 12345)
Company: Acme Corporation
Title: Email not working

Previous Assignment:
  Resource: John Technician
  Queue: Service Desk

New Assignment:
  Resource: Jane Specialist
  Queue: Service Desk

Reassignment Note Added:
  "Taking over while John is OOO"

URL: https://ww5.autotask.net/Mvc/ServiceDesk/TicketDetail.mvc?ticketId=12345

Queue Change

Ticket Moved to New Queue

Ticket: T20240215.0042 (ID: 12345)
Company: Acme Corporation
Title: Email not working

Previous Assignment:
  Resource: John Technician
  Queue: Service Desk

New Assignment:
  Resource: Unassigned
  Queue: Level 2 Support

Reassignment Note Added:
  "Escalating - requires advanced Exchange troubleshooting"

The ticket is now in the Level 2 Support queue awaiting assignment.

Resource and Queue Change

Ticket Escalated

Ticket: T20240215.0042 (ID: 12345)
Company: Acme Corporation
Title: Email not working

Previous Assignment:
  Resource: John Technician
  Queue: Service Desk

New Assignment:
  Resource: Senior Engineer
  Queue: Escalations

Reassignment Note Added:
  "Escalating complex issue - customer experiencing significant business impact"

Escalation complete. Senior Engineer has been notified.

Error Handling

Missing Assignment Target

Error: Either resource or queue is required

Usage:
  /reassign-ticket 12345 --resource "jane.doe@msp.com"
  /reassign-ticket 12345 --queue "Escalations"
  /reassign-ticket 12345 --resource "jane@msp.com" --queue "Level 2"

Ticket Not Found

Error: Ticket not found: 12345

Please verify the ticket ID and try again.
Use /search-tickets to find the correct ticket ID.

Resource Not Found

Error: Resource not found: "unknown@msp.com"

Did you mean one of these?
- jane.doe@msp.com (Jane Doe - Available)
- john.doe@msp.com (John Doe - Available)
- james.smith@msp.com (James Smith - OOO until Feb 10)

Use /search-resources to find available resources.

Queue Not Found

Error: Queue not found: "Level 3 Support"

Available queues:
- Service Desk
- Level 2 Support
- Escalations
- Projects
- Monitoring Alerts

Check queue name spelling and try again.

Resource Unavailable

Warning: Resource may be unavailable

Jane Doe is marked as Out of Office until 2026-02-10.

Proceed with reassignment anyway?
  - Yes: Assignment will be made but ticket may not be worked immediately
  - No: Choose a different resource

Alternatively, assign to queue only:
  /reassign-ticket 12345 --queue "Level 2 Support"

Same Assignment

Note: No changes made

Ticket is already assigned to:
  Resource: Jane Doe
  Queue: Service Desk

No update was necessary.

Permission Denied

Error: Permission denied

You do not have permission to reassign this ticket.
This may be due to:
  - Ticket owned by different team
  - Resource not in your department
  - Queue restrictions

Contact your Autotask administrator for access.

Common Reassignment Scenarios

| Scenario | Command | |----------|---------| | Escalate to senior | `--resource "senior@msp.com" --note "Complex issue"` | | Move to escalation queue | `--queue "Escalations"` | | Hand off for vacation | `--resource "backup@msp.com" --note "Coverage for PTO"` | | Return to queue | `--queue "Service Desk" --note "Needs reassignment"` | | Specialist assignment | `--resource "specialist@msp.com" --queue "Specialists"` |

MCP Tool Usage

This command uses the following autotask-mcp to