Accept Incident and check responsibility

Use case scenario: The Incident ticket is displayed in a personal or group catalog. To start working on the incident, it has to be accepted first.

Preconditions: Only a Person assigned to the same group as the current responsible user can accept the incident. The Accept action changes Incident status from 'Assigned to' to 'In Progress'.

The following actions are involved in the process:

To accept an Incident and check the responsibility:

1. Select the incident from the personal or group catalog.

   This can be the My Incidents catalog for instance.

2. Double click to open it in the editor.
3. Click Accept Incident.

   The current responsible user has changed.

Note: By accepting an incident by 1st Level from the Call Center, the overall responsibility is changed to the 1st Level.