The owner of a record is the person or person group that
is in charge of the record from an administrative perspective. You
can select an owner for several incidents, problems, or service requests
at once.
Procedure
- After clicking Enter in either the incident, problem,
or service request field to display a list of all records for that
type, click the Select Records check box. A Select Record check box
opens next to each record.
- Select the records whose ownership you want to assign.
You might need to narrow your result set before you can select records.
- To select a record, click the Select Record check box.
- To cancel a selection, clear the check box.
- To select all records in the result set, select the check box
next to the column header.
- Select the Select Owner action.
- A record can have an owner, an owner group, or both. Depending
on how you want to make the assignment, do one or both of the following:
- To select an individual owner, click the Person tab and select
a person. The dialog box closes. The Owner field on each selected
record displays the selected person. If you selected a person that
has a Group value in the Person Group column, both values are set
on the ticket.
- To select an owner group, click the Person Groups tab and select
a person group. The dialog box closes. The Owner Group field on each
selected record displays the selected value.
Results
When you assign ownership to multiple tickets, their status
changes to QUEUED. (The status does not change if the status is RESOLVED
before an owner is assigned.)