You can Take Over one of the following configuration items:
- Service Requests
By Taking Over a task, incident, or problem, you signal that you have started working on it. In other words, the work on this task, incident, or problem is in progress.
By Accepting a task, incident, or problem, you signal that you plan to take care of it, say, during the next two weeks.
How to Take over an Item?
- Start Matrix42 Software Asset and Service Management and go to Service Desk application.
- In the navigation area, click the search page containing the respective configuration item (e.g. Incident).
- Select any item in the list that can be taken over. Preview opens.
- In the action pane, click TAKE OVER. The following confirmation dialog pops up (if this confirmation has not been configured to be off):
After clicking the YES button, the item will be set to status "In Progress" and assigned to the current user. The Edit dialog appears.