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

Ingrid_GlatzIngrid_Glatz Customer Adept IT Monkey ✭✭

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

Best Answer

Answers

  • Marek_LefekMarek_Lefek Customer Advanced IT Monkey ✭✭✭
    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_LefekMarek_Lefek Customer Advanced IT Monkey ✭✭✭
    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?
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