TDX: Take Responsibility for a Ticket

The Responsible field for any ticket classification (Incident, Request, Major Incident, etc.) communicates who is responsible for the ticket. The field also communicates which Group is responsible for the ticket (parallel to the Assignment Group in ServiceNow). 

  • Technically, technicians can enter names of individuals in the Responsible field. However, for consistent workflow, only enter the Responsible Group name into this field; then take responsibility for the ticket via the Actions button after saving the initial form. 

Taking responsibility for a ticket you created 

When filling out the initial ticket form:

  1. Enter your Group's name in the Responsible field.
  2. Fill out the other required ticket fields.
  3. Click Save (top left corner of the ticket). A confirmation message with your ticket number appears.
  4. Select View the incident you just created (or whatever ticket type you just created).
    Incident Created Successfully message and ticket number with text: "What do you want to do now?" Options: Create another incident; view the incident you just created (highlighted)
  5. Select the Actions menu, then choose Take Incident from the dropdown menu.
    Ticket actions dropdown menu expanded with ticket options. Take Incident highlighted.
    A popup window opens asking "Are sure you want to take primary responsibility for this ticket?"
  6. Select OK

The ticket Details (static view) update and the Responsibility field displays your name next to your Group name. The Feed at the bottom has a new entry that states you "Took primary responsibility" for the ticket. 

  • View of Details before you take responsibility
    Ticket details. Responsibility field with current responsible party highlighted.
  • View of Details after incident is taken
    Updated ticket details. Updated Responsibility field highlighted.
  • View of ticket Feed showing you have taken responsibility for the ticket
    Ticket Feed update with example user named. Text "Took primary responsibility for this incident from Service Desk" highlighted.

Taking responsibility for a ticket from your Group's Queue 

You can take responsibility for a ticket in two locations: 

  • From your Group's ticket report that you may have used when Creating your Desktop.
  • From the My Work tab within the ticketing application. 

From the My Work tab

  1. Navigate to the My Work tab in the ticketing application.
  2. Select My Assignments in the left navigation.
    • If you are a part of several Groups, the My Assignments tab will filter by group.
  3. Find the ticket you want to consider taking responsibility for.
  4. Click on the ellipses to the right of the ticket title to see the description of the ticket. 
  5. Click the +My Work button under the ticket description to automatically add your name to the Responsible field.
    • Note: You will need to select Refresh in the application menu bar for the numbers in the left navigation to update and the list in My Assignments area to update. 

If you open the ticket you have just taken responsibility for, your name will appear next to your Group name in the Responsible field. The ticket Feed will also show you have taken responsibility for the ticket. 

From your Group's Ticket report

  1. Click on the title of the ticket to review it and determine if you are going to take primary responsibility for the ticket.
  2. Select the Actions menu and choose Take Incident from the dropdown menu.
    Ticket actions dropdown menu expanded with ticket options. Take Incident highlighted.
    A popup window opens asking "Are sure you want to take primary responsibility for this ticket?"
  3. Select OK.
    tdx.umn.edu says "Are you sure you want to take primary responsibility for this incident?" cancel | ok

You can see the update of who has taken primary responsibility for a ticket in its static view (Details). The Responsibility field will show your name next to your Group name and the ticket Feed will show you have taken primary responsibility for the ticket. *Note: If you take responsibility for a ticket from the Actions > Take Incident menu, the ticket will still appear in the My Assignments category of the My Work tab. Your name will still be listed in the Responsible field, and you will have primary responsibility for the ticket. However, in the My Work tab, you will need to click +My Work to move it from the My Assignments category to the My Work category of that left navigation area of that application.

Assigning Responsibility to a Person in your Group 

In some cases, you may have someone assigned to monitor your group's queue and assign tickets to the members based on availability or expertise. If you want to assign to a specific group member while also maintaining the group responsibility, you can follow these steps. Doing so will set the Responsibility of a ticket to "Group Name / Member Name"

  1. Navigate to the ticket that needs to be assigned to a group member.
  2. Ensure that the current Responsible field is set to the group.
  3. Select the Actions menu and choose Reassign Incident. The Reassign Ticket window opens.
  4. Clear out the field and type the name of the group member in the New Responsibility field.
    • Note: If the user you select is not a member of the current responsible group, you will lose the group association. If that occurs, see the Correcting the Responsible field when it is assigned to a Person section below.
  5. Check the Notify new resource of the assignment box. and enter any necessary comments.
  6. Click Save. The Reassign Ticket window closes and the original tickets Responsibility will now be set to "Group Name / Member Name". 

Correcting the Responsible field when it is assigned to a Person 

When a technician who is not a member of the Responsible Group takes responsibility for a ticket, the original Group's name will go away when the ticket is saved. The Responsible field will then display only the technician's name. 

For reporting and tracking purposes, a Group name must always be in the Responsible field. Follow these steps to fix the ticket:

  1. Navigate to the ticket that needs to be fixed.
  2. Select the Actions menu and choose Reassign Incident. The Reassign Ticket window opens.
  3. Type the name of the correct Responsible Group in the New Responsibility field.
  4. Uncheck the Notify new resource of the assignment box. and leave the Comments field blank.
  5. Click Save. The Reassign Ticket window closes and the original ticket window will now list the correct Responsible Group. 

Someone within the new Responsible Group can now take responsibility for the ticket following the steps for Taking responsibility for a ticket from your Group's Queue

Taking an incident will only update with your name and the responsible group together if you are a member of the responsible group. If the Responsible Group name continues to disappear from the ticket after you take responsibility for a ticket, then you are not a member of the group. To request membership to a group, submit a TeamDynamix Request Form with details of what group you need membership in. 

Additional Resources