To take ownership of a support provision task

The procedure to take ownership of a support provision task is as follows:

Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Support Case Details window is displayed.
Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the support provision case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
Highlight the specific row matching the task for which ownership will be assigned to the current user.
Click on Task Actions. The Task Actions window is displayed.
Using the Select action drop-down field, select the specific status progression value of Take Ownership 2.
Click on Next. With the Tasks summary table in current focus, the Assigned to field reflects the current user account taking ownership for onward progression of the support provision task 3.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 Only user accounts with role permissions matching those assigned to the overarching support provision task definition can take responsibility for the task.

3 From this point forward, an alternative owner can only be ascribed responsibility using the action Reassign Task.

See related topics...

Support provision task progression management overview

To reassign ownership of a support provision task

To place a support provision task on hold

To release a support provision task currently on hold

To allocate a role to a support provision type

Using the search facility