Assigning a Task
If the owner is not specified when the task is created, you can assign a task to a team. The team manager can then assign an owner to a task.
Tasks are usually assigned to a team other than the Service Desk (desktop support), except for tasks created through the email listener. The Service Desk is the initial point of contact for the customer or requester, but tasks are usually performed by technicians with more specialized skill sets.
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1.
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Find tasks that have a status of logged. Tasks in the logged status have not been assigned to owners. |
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2.
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Double-click a task record to open. |
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To go to the parent form from a task record, click Open in Parent from the toolbar. |
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3.
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From the Owner menu, select an individual to work on the task. Optionally, you can select another team from the Team menu and then select an owner from the new team. |
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4.
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Click Save  from the toolbar.
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HEAT notifies the task assignee by email of the task assignment and the task status becomes assigned.