TechLibrary

Table of Contents

Guide That Contains This Content

[+] Expand All

[-] Collapse All

Assigning an Owner to an Incident

You can assign a user to own and manage an incident. The owner tracks the progress of the related case and the updates from JSS.

To assign an incident to a Service Now user:

From the Service Now navigation tree, select Service Central > Incidents.
The Incidents page appears.
Select the incident to which you want to assign an owner, and select Assign Ownership from either the Actions list or the right-click menu.
The Assign Ownership dialog box appears.
Enter the login ID of the user to whom you want to assign the incident.
If required, click the search icon to display the list of available users.
Select the Email Incident to Assigned Owner check box to send an e-mail notification to the assigned owners of the incident. This option is selected by default.
Click Submit.
The incident is assigned to the specified user. See Viewing Details of a Device Snapshot .