Record ownership
The owner of a record is the person or person group that is in charge of the record from an administrative perspective.
The owner of a record keeps the customer updated and acts as the point person for any issues involving the work. You can use the Select Owner action to assign record ownership to a person or person group, or you can use the Take Ownership action if you want to take administrative ownership of the record yourself. You can take ownership for more than one application.
- A record can have many different owners during its life cycle.
- You can select an owner or owner group until the record's status is CLOSED.
- To view the ownership history of a record, select View History.
- A workflow or an escalation process may assign ownership, if appropriate.
If the Persons tab on your Select Owner dialog box displays a Person Group field and a Date field, then you can filter the list of persons by the values in these fields. For example, suppose the Person Group field and the Date fields are empty when you open the dialog box. You specify a person group and a date and time, and click Refresh. The system displays only the persons in the specified group who are available on the specified day and time.