What is the "Acknowledge" tab used for in Service Requests?

Ingrid_Glatz

I'm not firm with all term of ITIL and others, I cannot figure out what to do with the Acknowledge tab in the tasks list of a Service Request. When a new SR has been submitted, this task is available. When clicking on it and enter a text to be added to the action log, this task is gone. Neither status nor anything else seems to change.

What's the purpose of it? Can it be removed from the task list if we do not need it? Analysts are a bit confused whether they have to do an additional action with this task.

Thanks for your help.

Ingrid

Geoff_Ross

Hi Ingrid,

This task sets a couple of fields behind the scenes (eg part of the SR but not visible on the form by default). One is  a checkbox for Acknowledged and the other is Acknowledged date.

This allows reporting on any un-acknowledged SRs and also on time from creation to acknowledgment which can also be assigned an SLO.

If you don't want to make it part of your process, you can hide it with some custom JavaScript.

Geoff

Geoff_Ross

Hi Ingrid,

This task sets a couple of fields behind the scenes (eg part of the SR but not visible on the form by default). One is  a checkbox for Acknowledged and the other is Acknowledged date.

This allows reporting on any un-acknowledged SRs and also on time from creation to acknowledgment which can also be assigned an SLO.

If you don't want to make it part of your process, you can hide it with some custom JavaScript.

Geoff

Marek_Lefek

Geoff_Ross is there a possibility to automate setting the acknowledge checkbox and adcknowledged date eg when workitem is assigned to operator or is changed by him ?

By  Acknowledged date you mean First reposnse date?
Where is Acknowledged checkbox?

Marek_Lefek

Geoff_Ross is there a possibility to automate setting the acknowledge checkbox and adcknowledged date eg when workitem is assigned to operator or is changed by him ?

By  Acknowledged date you mean First reposnse date? 
Where is Acknowledged checkbox?