Take ownership of a record
Use the Take Ownership action when you want to be the person who is administratively responsible for a record such as a service request, incident, or problem.
Procedure
- Display the record you want to own.
- 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 a ticket record, the status of the record changes to QUEUED (the default) or to some other status configured by an administrator. For example, an administrator can configure a status change that depends on the site of the user who takes ownership or the site specified on the record.