Take ownership of multiple tickets

The owner of a record is the person or person group that is in charge of the record from an administrative perspective. You can take ownership of several incidents, problems, or service requests at once.

1. 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.
2. Select the records of which you want to take ownership. 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.
3. Select the Take Ownership action.

Results

Your user ID is entered into the Owner field. Tickets can have both owner and Owner Group values.

When you take ownership of multiple tickets, their status changes to QUEUED (the default) or to some other status configured by an administrator. (The status does not change if the status is RESOLVED before you take ownership.)