Request Tracker/Taking Ownership

A list of new tickets is shown in the panel labelled "10 newest unowned tickets". Other tickets can be viewed by clicking on the name of the queues in the "Quick search" panel. To view the contents of the ticket, click on the subject, or click on the queue name and select the ticket from there.



A summary page showing information about the ticket will load. Scroll down to see the contents of the request. In this example, the request is a fairly basic one and can be answered immediately.



We can 'take' ownership of the ticket 2 ways - clicking the 'Take' link on the dashboard next to the ticket subject (see first image), or via the Actions menu.



Once you have successfully taken a ticket, a yellow box will appear with the message "Owner changed from Nobody to [username]". You will be listed as the owner of the ticket in the overview/summary, listing of tickets on the Queue page and it will also appear in the "10 highest priority tickets I own" pane on the dashboard.