In this article, you will learn how to reassign tickets and work items when disabling or deleting a user in the system.

This feature ensures that no active work is lost when a user is removed or deactivated. It is designed for administrators who manage users and workflows. By reassigning items during the disable/delete process, organizations can maintain continuity, prevent delays, and ensure accountability for all open work.

To access this feature, go to: Administration > Users

• Permissions: Only administrators or users with user management permissions can disable/delete users and reassign items.
• Reassignment Behavior:
  • If a replacement user is not specified, all associated tickets and work items will become unassigned.
  • If a valid replacement user is provided, items will be automatically reassigned.
• Validation: Always confirm reassignment by reviewing the item history after completion.
• API Considerations: Reassignment must be explicitly configured when using the API; otherwise, items will be unassigned.

• Maintain Workflow Continuity: When an employee leaves or changes roles, their assigned work can be seamlessly transferred to another user, avoiding disruptions.

• Improve Accountability: Ensures all tickets and work items remain owned and actively managed, reducing the risk of overlooked tasks.

• Support Automated User Management: Integrations using the API can automatically disable users and reassign work, minimizing manual administrative effort.

Q: What happens if I don’t select a replacement user?
A: All tickets and work items will be unassigned and will need to be reassigned manually later.

Q: Can I reassign items after the user is disabled?
A: Yes, but this must be done manually by updating each ticket or work item individually.

Q: Why were items not reassigned during an API disable request?
A: This usually occurs when the ReassignToUser value is missing, null, or invalid.