Accepting task assignments

Depending on how your system is configured, you might receive notification of assigned tasks by email or by an alert. You can also use the Overview console to view all tasks assigned to you. Tasks are identified by the TAS prefix. To access the Incident Management console, the task implementer must have Incident Master, Incident User, Incident Submitter, or (at minimum) Incident Viewer permissions.

When you follow the recommended lifecycle of an incident, the status of a task must be Scheduled before you accept the task.

After you receive notification of a task assignment, you must accept it. Use the following procedure to accept a task assignment.

To accept an assigned task

1. Open the incident request record and click the Tasks tab.
2. From the Tasks and Task Groups table, select the task that you want to accept.
3. Click View.
   To view the related incident request record, click Open next to the Request ID field on the Task form.
4. If the Status field of the incident is set to In Progress, in the Task, manually set the value of the Status field to Work in Progress.
   In addition, different escalations occur based on the task's status. If the task is still in the Scheduled state while you are working on it, an inaccurate escalation can occur.
5. Click Save.