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