Taking over an incident
Overview
A new ticket is always assigned to a role. A role member can then start working on this ticket by running the Take over action, which means that they accept responsibility for the ticket and are automatically assigned as Responsible.
Taking over an incident
The ticket status is set to In Progress. This informs other members of this role that somebody is already working on this ticket.
To Take over an incident:
- Open the Service Desk application and go to Incidents.
- In the grid, find and select one or multiple incidents that you want to take over.
- Click Take over in the action pane.
As a result:
- You will be assigned as Responsible and Owner of the selected incident(s).
- The status of the incident(s) will be set to In Progress.
- A journal entry will be added as an internal record with the message: "The Ticket has been processed."
- If you take over only one incident, the selected ticket will be opened directly for further handling after the status is set to In Progress. In the case of multiple tickets, an incident with the earliest creation date will be opened for editing.