Take Responsibility of a Ticket or Task

Overview

This article details the process for taking responsibility for a ticket or a task. 

In this article:

• Take Responsibility of a Ticket
• Take Responsibility of a Ticket Task
• Additional Information

Resources

• Web Browser
• TDNext license

Take Responsibility of a Ticket

1. Click Desktop.
2. Under Unassigned Tickets for Team
   
   
   
    
3. Click the ticket ID or Title.
   
   
    
4. A new window will open with the ticket information.
   
   
    
5. Click Actions.
   
   
    
6. Depending upon the ticket classification (e.g. Service Request, Incident, etc.) a menu like one of the following will be displayed:
   • For a Service Request, click Take Service Request 
     
      
   • For an incident, click Take Incident
     
     
      
7. A dialog box for confirmation of responsibility will open, Click Ok.
   
   
   
    
8. The ticket will add your name to the Responsibility field next to the responsible group name
   
   

Take Responsibility of a Ticket Task

1. Click Desktop.
2. Under Tasks: Unassigned to <Group Name>, click the Task Title.
   
   
    
   • A new window will open with the Task details.
     
     
      
3. Click the Actions menu.
   
   
    
4. Click Take Task.
   
   
    
   • The task will add your name to the Responsible field of the ticket task next to the responsible group name.
     
     

Additional Information

Managing tickets after the initial creation has many means of doing so. Further instructional guides are available below.

• Create a Ticket Task
• Work a Ticket Task
• Edit a Ticket Task
• Reassign a Ticket Task
• Add Comment to Ticket/Task
• Add People to Ticket

Need additional help or have issues

For additional assistance contact the IT Services Technical Support Center via phone at (907) 786-4646, toll-free at (877) 633-3888, email us at uaa.techsupport@alaska.edu.