In case you are not able to process the ticket until completion by yourself, you can forward it to another user who has the necessary expertise to process the ticket.

Forward ticket

Open the window "Forward Ticket" by clicking on the action in the ticket. Title, date and previous person responsible for the ticket are displayed here. If required, you can enter an alternative title and/or change the date. Under "Responsible", select a user or group to whom you want to forward the ticket, and then click on the button . The ticket has been forwarded. The new user or group is now entered into the field "Responsible".