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:

• Ticket ID: ID of the ticket to set a resource for. If there are multiple ticket IDs, the action will be applied to each of these tickets.

• Resource: the new resource of the selected ticket.

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.