General Notes on handling new tickets:
If the contents don't include the user reporting it in the body of the description, please be sure to add the person who reported it with email
BMC Usability Issues:
Un-assigning a BMC ticket that was assigned to our group by mistake
You need to put a note advising why your group is not able to action it, and then click the pencil beside support group and reassign it to Service Desk
